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Escalations for vulnerable person

Bryony123 — Sat, 02 Aug 2025 20:56:42 GMT

My 93 year old Grandfather has been left without broadband which is is heavily reliant on for communication and his fall detection device. BT have offered a migration from FTTC to FTTP. The Openreach engineer has left the fibre on a coil outside the property, not fitted the ONT and booked the job off. My grandfather is so distressed. I have tried for 9 hours (no exaggeration) today to get this resolved. Over 7 people spoken to, some helpful, some not. I think they are trying to raise a fault but Openreach keep cancelling it and we still have no appointment. As a former Openreach engineer I know it’s 30 minute job. How can I escalate this, I can’t ring the 03 number gain 🤯 please help !!

Re: Escalations for vulnerable person

imjolly — Sat, 02 Aug 2025 21:25:56 GMT

Is your grandfather registered here. https://www.bt.com/help/landline/getting-set-up/help-people-with-impairments-or-with-particular-needs/i-rely-on-my-service-and-need-it-repaired-urgently

This will not help immediately so I have asked forum mods who are BT employees to see if they can help and put you in contact with someone who can help you. They will post here

Re: Escalations for vulnerable person

Linzi_H — Sun, 03 Aug 2025 10:20:55 GMT

Hi @Bryony123

I've sent over a Private Message so I can help further.
Please get back to me as soon as you can.

Thanks,
Linzi

Re: Escalations for vulnerable person

Bryony123 — Mon, 04 Aug 2025 18:09:08 GMT

Thanks Linzi, to confirm the interactions I have had with the team you have escalated this to have been excellent so far.

Re: Escalations for vulnerable person

Linzi_H — Tue, 05 Aug 2025 07:55:32 GMT

Hi @Bryony123

Thank you so much for letting me know that things are going well; that's such good news!

I really hope this is resolved quickly for you and your grandfather.

Linzi