This topic

Landline

MrsHappy — Mon, 17 Aug 2026 09:22:20 GMT

CAN ANYONE PLEASE CONFIRM IF YOUR HOME LANDLINE IS OUT OF ACTION FOR 24 DAYS BUT YOUR BROADBAND IS WORKING -

ARE YOU STILL ENTITLED TO THE OFCOM £10.35 PER DAY PAYMENT REGARDLESS?

ONLY EXEC COMPLAINTS HAVE JUST TOLD ME YOU ARE NOT ENTITLED TO IT, BUT FROM WHAT I AM READING THIS DOES NOT SEEM TO BE THE CASE!

Landline issues

MrsHappy — Mon, 10 Aug 2026 09:36:42 GMT

EXHAUSTED, UPSET AND ANGRY DAUGHTER SEEKS HELP FROM ANYONE IN BT FOR HER ELDERLY PARENTS -

100yr and 89yr old, one with Alzheimer’s and both with complex health issues and terminal illness.

Approximately 53 days without their home phone. (Yes, they both have mobiles that they are increasingly unable to use effectively).

3 attempts to register them as vulnerable customers - 1 last year and 2 in the last 7 days. BT failed to register.

1 booked Engineer call who failed to ring.

1 scheduled appointment on Saturday who failed to attend.

1 urgent welfare appointment on Sunday who failed to attend!

The last week I have spent approximately 6 hrs of phone time trying to resolve this issue. Plus note and now complaint writing time.

I am at an absolute loss of how to get BT to even fulfil their legal duty of care to such vulnerable individuals, let alone expect a service from them!

So, if anyone knows, of anyway how I can get their phone fixed - PLEASE LET ME KNOW!

Re: Landline issues

WSH — Mon, 10 Aug 2026 10:15:02 GMT

Have they already been switched to Digital Voice (DV)? If so, the phone needs to plug into the back of the Smart Hub 2, rather than the old phone socket. It will probably also need rebooting afterwards.

The team listed here are also very good in my experience:

https://www.bt.com/content/dam/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Landline issues

MrsHappy — Mon, 10 Aug 2026 10:16:55 GMT

Thanks, but tried that WITH BT tech on the phone and that’s when they decided there was an issue and needed an engineer!

Re: Landline issues

WSH — Mon, 10 Aug 2026 10:38:08 GMT

That seems to imply that their records show they have been switched?

If you go into the management page on the hub, (at 192.168.1.254), and log in as admin, (default password is on the card on the back), there should be a tile on the homepage that shows their phone number.

Re: Landline issues

Peter_W — Mon, 10 Aug 2026 11:26:05 GMT

Welcome to the Community, @MrsHappy

The experience you've described here is far from what we'd want or expect, so I'm keen to make sure we get this checked out.

I've just sent you over a private message so we can take some further details.

Speak soon,

Peter

Re: Landline

gg30340 — Mon, 17 Aug 2026 10:02:24 GMT

Before anyone can answer that you will need to state why the Excutive Team said no.

DISGRACEFUL LIES FROM EXEC COMPLAINTS TEAM

MrsHappy — Mon, 17 Aug 2026 10:19:22 GMT

BT YOU SHOULD BE ASHAMED OF YOURSELVES FOR:-

CHEATING A 100 YEAR OLD WAR VETERAN WITH TERMINAL ILLNESS OUT OF HIS RIGHTFUL COMPENSATION!!

OFCOM HAVE JUST CONFIRMED COMPENSATION IS DUE …..

Re: Landline

MrsHappy — Mon, 17 Aug 2026 10:22:14 GMT

She stated it was because they still had broadband, therefore the daily amount did not apply!

Re: Landline

iniltous — Mon, 17 Aug 2026 10:48:35 GMT

Stating your case on various different posts makes it difficult to follow , plus this is a customer to customer forum , so any ‘complaint’ posted here doesn’t necessarily get seen by BT , if a Mod takes an interest, which they have on another one if your posts , they can’t do anything if your complaint has reached executive level anyway , so apart from venting , posting here isn’t really going to help .

Is the telephone service now restored , asking for compensation before it is restored is pointless, if you qualify for compensation it’s from the start to the end of the faulty period, if it’s ongoing then clearly there isn’t an end point and impossible to calculate what compensation (assuming it’s appropriate) should be .

The automatic compensation scheme is for total loss of service, the first two days not counted, but it’s open to interpretation if no telephony but broadband working is a total loss , it’s a grey area , obviously you would state it is , the provider would say it isn’t , in cases where there is no agreement, that’s what the ADR (alternative dispute resolution) is for to take a impartial view , have you opened a case with the ADR , once you have , that’s it until they make a determination.

If the service is restored , what was the issue than needed ‘fixing’ ? , clearly if the fault is on something beyond BT’s control, like the customer own equipment, customer mis operation, or customer intransigence (asked to do something but not doing it ) then compensation probably isn’t due, but without knowing the exact details it’s impossible to know if you have a case or not , and if the ADR would see it your way or the providers way .

Re: Landline

gg30340 — Mon, 17 Aug 2026 11:05:21 GMT

I have merged all your posts because posting the same problem more than once just causes confusion and duplication of effort.

Re: Landline

Christopher_G — Mon, 17 Aug 2026 11:08:20 GMT

Hi @MrsHappy

If you could reply to the private message that @Peter_W sent last week, we'll be able to pass this over to the relevant team. They'll be able to check over the account to make sure the correct processes have been followed so far, and do their best to help moving forward.

Thank you.

Chris