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BT Phone line - Welfare case and not responding

mikeh3 — Wed, 16 Apr 2025 08:31:59 GMT

Hi All,

I've been trying to get BT to resolve a problem they have caused for over 10 days now. very long story short is that then deactivated my Auntie's landline by mistake and she has been with out a line for a week now.

I've called most days to chase progress and I've been told it's been raised to the Welfare team due to my Auntie being 89 years old and her emergency care system requires a fixed line.

I'm as a loss as to how to escalate further. the contact centre team won't or can't give me the contact details for the welfare team. I've raised complaint after complaint and getting nothing. i've asked for managers to call me back and get nothing.

Any idea's out there?

Re: BT Phone line - Welfare case and not responding

imjolly — Wed, 16 Apr 2025 08:56:28 GMT

try the consumer email address shown here

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: BT Phone line - Welfare case and not responding

mikeh3 — Wed, 16 Apr 2025 09:04:14 GMT

thanks. will give it a go

Re: BT Phone line - Welfare case and not responding

Christopher_G — Wed, 16 Apr 2025 10:45:23 GMT

Hi @mikeh3

Welcome to the community.

Completely understand the importance and urgency here. I've sent you a private message to try and get you some help with this.

Please take a look at your community inbox and reply to me there.

Thanks

Chris