This topic

Vulnerable, elderly, isolated relative no landline, can't raise fault

mossnook — Sun, 29 Dec 2024 10:26:57 GMT

Hi. I have a vulnerable (sight, hearing, age & isolated), elderly relative (in her 90s) whose landline isn't working. I keep trying to ring 0330 1234 150 but get cut off as can't report for someone else from the options, just get sent a text message which offers to look at the line I am phoning from (not the faulty line) so useless.

Have tried using a different phone (known to work elsewhere) but fault persists. Some other people in the area are said to have similar problems.

The "message us" option from the BT help page does not open a message box for me to provide any information to log the issue.

I need to speak to someone asap. This lady's daughter is in a hospice and she has no way of contacting her or vice versa, no mobile and no mobile signal anyway.

Re: Vulnerable, elderly, isolated relative no landline, can't raise fault

Keith_Beddoe — Sun, 29 Dec 2024 10:46:22 GMT

@mossnook

Welcome to this customer to customer help forum for BT Residential phone and broadband customers.

The only BT employees on this forum are the moderators, who no longer have account access.

As this is affecting other users, its likely to be a major fault.

What do you get if you enter the faulty number on this page?

https://www.bt.com/help/check-service-status

The BT phone fault number 0800 800 151, normally asks you for the number you are calling about.

Re: Vulnerable, elderly, isolated relative no landline, can't raise fault

mossnook — Sun, 29 Dec 2024 12:25:50 GMT

Thank you for the information. The 150 number was no good but will try the link. Fingers crossed.

Re: Vulnerable, elderly, isolated relative no landline, can't raise fault

Keith_Beddoe — Sun, 29 Dec 2024 12:43:03 GMT

The 151 number used to first ask you what number you were calling about, but perhaps that no long happens?

You could try withholding your number when you call, to see if it helps. Or even try from a phone box, if you can find one.

Re: Vulnerable, elderly, isolated relative no landline, can't raise fault

Ali_A — Sun, 29 Dec 2024 13:31:52 GMT

Hi @mossnook

Thank you for reaching out to let us know.

We'd like to help you reach Customer Service for help with your elderly relative, so 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

Re: Vulnerable, elderly, isolated relative no landline, can't raise fault

Ali_A — Sun, 29 Dec 2024 13:35:11 GMT

In the mean time you can also check the status of the landline at https://www.bt.com/help/check-service-status