This topic

Vulnerable customer needs assistance

alyson1 — Fri, 28 Nov 2025 19:29:25 GMT

My mother lives in assisted living and has to move rooms as she is not very mobile. I pay the phone bill. I discovered today that the new room does not have an active line. How can I get this resolved urgently.

Re: Vulnerable customer needs assistance

licquorice — Fri, 28 Nov 2025 20:35:57 GMT

Just place a home move order.

Re: Vulnerable customer needs assistance

alyson1 — Fri, 28 Nov 2025 20:53:43 GMT

Ok. I'll try and find that on the website

Re: Vulnerable customer needs assistance

gg30340 — Sat, 29 Nov 2025 07:05:50 GMT

See link.

https://www.bt.com/exp/moving-home

Re: Vulnerable customer needs assistance

alyson1 — Sat, 29 Nov 2025 08:33:05 GMT

Thank you SO much

Re: Vulnerable customer needs assistance

alyson1 — Sat, 29 Nov 2025 11:54:42 GMT

Just a comment that I have now been on hold for an hour trying to get through to the move team . My mum is 89 and has no land line ( she can't manage a mobile) and I live 30 miles away and need to go to work. Terrible service

Re: Vulnerable customer needs assistance

imjolly — Sat, 29 Nov 2025 12:53:42 GMT

is your mother registered here

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

Re: Vulnerable customer needs assistance

alyson1 — Sat, 29 Nov 2025 12:59:44 GMT

Thank you. That just sends me back to the number that I can't get through on today. I'll have to keep trying

Re: Vulnerable customer needs assistance

Ali_A — Sat, 29 Nov 2025 13:01:13 GMT

Hi @alyson1

I'd like to see if I can get you some help with this.

I'll send you a private message for more information. Can you have a look and get back to me when you can.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Ali