This topic

Vulnerable person

Bruce204 — Thu, 27 Aug 2026 23:21:19 GMT

Anyone else had exhausting experience with BT. Have had multiple phone calls re my elderly aunt who is 85years old lives alone and has carers 4 times a day. Was being charged £206 a month for broadband which she can't use and has terrestrial TV. When I called I pointed out she was vulnerable and needed her landline for safeguarding . They changed her package and disconnected her phone. I spent 2 hours yesterday on the phone but they won't reconnect till the 15th September nor garantee her phone number which she needs for gp dentist hospital. This is a serious situation and could be potentially life threatening

Re: Vulnerable person

imjolly — Fri, 28 Aug 2026 06:59:59 GMT

send email to resolutions team and they will help you - they are executive level complaints

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

Re: Vulnerable person

Drive_Easy — Fri, 28 Aug 2026 07:38:21 GMT

I am also registered as a vulnerable person with BT. I am being migrated to Digital Voice today and have sent three emails to the CEO, all of which have gone unanswered. Someone recommended that I install the BT app - that thing is also unfit for purpose.

Re: Vulnerable person

Drive_Easy — Fri, 28 Aug 2026 07:39:05 GMT

Well they are ignoring me.

Re: Vulnerable person

Christopher_G — Fri, 28 Aug 2026 08:23:09 GMT

Hi @Bruce204

Welcome to the community.

I'm sorry to hear of the problem with your Aunt's service. I've sent you a private message to get a bit more information from you, to try and get you some help.

Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: Vulnerable person

Christopher_G — Fri, 28 Aug 2026 08:24:49 GMT

Hi @Drive_Easy

Welcome to the community.

If you could give us a little more information about what the problem with your service is, we'll do our best to help you.

Chris

Re: Vulnerable person

Drive_Easy — Fri, 28 Aug 2026 11:16:21 GMT

Thanks - the CEO's office finally responded, so fingers firmly crossed.