This topic

Vulnerable elderly customer - service installation problems and no answers or fixes

SLM1 — Mon, 02 Dec 2024 08:40:01 GMT

My elderly mother was due to have phone, broadband and phone moved from her old address to her new one on 21 Nov. And so far its all gone wrong at every possible turn. Leaving her with no phone or TV services. Nobody I have spoken to has been able to fix the problem and just keep saying oh the bridge team will fix it in 48 hours which has repeatedly come and gone multiple times.

If she needs to call emergency services exactly how will BT be accountable for what happens when she cant!

It seems there is no troubleshooting service and no way to register somone as vulnerable.

Any suggestions for getting this resolved?

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

Keith_Beddoe — Mon, 02 Dec 2024 09:09:07 GMT

You can register here https://www.bt.com/help/here-for-you

Is there anything unusual about her new address regarding broadband provision, as that is needed for any phone service?

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

SLM1 — Mon, 02 Dec 2024 09:23:12 GMT

The broadband is working - which is puzzling as when I speak to BT they say is not turned on!

The phone did work initially but then the engineer said we needed digital voice adapters and that turned the service off. Adapters have arrived but the digital service is not on. The TV service has not been turned on either. Says you are not an EE/ BT customer. I think something went wrong in the order procerss and now everything is stuck and nobody can unblock it.

anyway screenshot as requested below

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

Keith_Beddoe — Mon, 02 Dec 2024 09:27:00 GMT

If the broadband is working, and she has a BT Smart Hub 2, then the phone can be plugged into the green socket on the back. The adapters are only needed if the phone cannot be used at that location.

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

SLM1 — Mon, 02 Dec 2024 09:28:19 GMT

Yes and it still doesnt work, because the phone service hasnt been "turned on"

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

imjolly — Mon, 02 Dec 2024 10:21:26 GMT

if you go to hub manager by entering 192.168.1.254 in to address bar that you get you into hub manager can you see the phone number on left side and if so does it say active or not configured?

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

Christopher_G — Mon, 02 Dec 2024 10:34:59 GMT

Hi @SLM1

Welcome to the community.

I'm really sorry to hear that your Mother is having this problem with her services. I'd like to try and get you some help with this. I've sent you a private message to get some information from you.

Chris

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

SLM1 — Mon, 02 Dec 2024 10:49:35 GMT

Im not on site at the moment but thanks i'll look when im there next.

Re: Vulnerable elderly customer - service installation problems and no answers or fixes

iniltous — Mon, 02 Dec 2024 11:03:31 GMT

FTTP ( fibre to the premises ) is available and should have been provided , was it ? ( so was an ONT , mains powered Openreach box that the router connects to provided on this installation ? )

The DSL checker return shows FTTP is available and an ONT can be ordered , rather than an ONT exists, that could just be the records haven’t caught up yet ( assuming an ONT was provided ) but alongside BT saying a router isn’t connected, when it is , and you have internet but no DV phone service via the router or TV , suggests to me this is a set up error , the ONT has a serial number , BT should be able to check that the serial number they have on record matches the physical ONT serial number , if it doesn’t that’s probably what’s causing the issue .