This topic

Re: Reporting a land line fault for an elderly neighbour

Dulo — Sat, 22 Mar 2025 08:42:14 GMT

Why send a private message? This is a common problem and a disgraceful situation. I have exactly the same problem. Does BT actually care what happens to its elderly disabled customers or do they have to be tech savvy in order to be able to contact you?

Re: Reporting a land line fault for an elderly neighbour

imjolly — Sat, 22 Mar 2025 10:27:21 GMT

@Dulo

there is help for elderly customers if needed have you registered?

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

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Reporting a land line fault for an elderly neighbour

Dulo — Sat, 22 Mar 2025 15:31:12 GMT

Not yet and that does not solve the problem I'm afraid. I need to get the GP to verify her mental incapacity in a certificate before I can use that service. After all, heaven forbid, she might raise a complaint about BT without it.

There really was a very simple solution. Provide a human being to speak to who can use common sense. Way too old -fashioned and not exactly a commercial opportunity. Far better to listen to that irritating voice over and over again you go around their 'solutions' 64 different ways.

Is there a contact telephone number which puts you through to a human being? That's all I need for now. The last time this happened, in the summer, it turned out there was a fault outside her property and they sent an engineer round to fix it. My solution was to tell them I was thinking of leaving and they managed to find me someone to speak to straight away.

If other people have to do that, that will soon solve the problem because they won't have any more customers

Re: Reporting a land line fault for an elderly neighbour

imjolly — Sat, 22 Mar 2025 15:52:49 GMT

have you try the text fault https://www.bt.com/help/report-and-track-your-bt-problem

unless your relative registers then BT can't tell they are elderly and may need assistance

I moved your posts to start your own thread as the previous one was marked solved and this way you are likely to get more assistance

Re: Reporting a land line fault for an elderly neighbour

tonysmini018 — Sat, 22 Mar 2025 20:03:17 GMT

0800 800150 if they are a BT customer, if they are with another provider, Sky, Vodafone, Talk Talk ect, then you need their customer service number.

You need them to register you or a family member as an additional point of contact on their account, it’s a security measure to stop people interfering with someone else’s account.

It’s difficult when you are only trying to help them but data protection rules have to be followed.

Re: Reporting a land line fault for an elderly neighbour

Dulo — Wed, 18 Jun 2025 07:45:17 GMT

Of course. I realise that when it comes to the safety and wellbeing safety and data protection it is always the latter which is of greater importance. It is a warped sense of priorities.

Re: Reporting a land line fault for an elderly neighbour

garybs29 — Wed, 18 Jun 2025 09:44:05 GMT

It's protecting personal data. How would you like someone accessing your account to do anything? So not warped priotities at all imo

Re: Reporting a land line fault for an elderly neighbour

Dulo — Thu, 19 Jun 2025 09:36:00 GMT

I see you are a recognised expert.

So what's the solution as I have tried numerous times but cannot get a real person to speak to me to take down the details. Just a contact number where I can be put through to someone and not go round the houses being directed to text messages and chat bots. Eventually it just gives up and disconnects me. I've tried 0800 800 151 and 0330 123 4150

Funnily enough I can always bypass this problem on my own phone by simply opting for the 'want to terminate the agreement' option. That finds someone to call me within minutes to sell me the same package I already have at a cheaper price.

Re: Reporting a land line fault for an elderly neighbour

Peter_W — Thu, 19 Jun 2025 15:12:01 GMT

Good afternoon @Dulo.

Welcome back to the Community.

It's been quite a while sine your original post, so are you still experiencing the same issue trying to report the fault for your neighbor?

What exactly happens when you try to call, and has this fault been ongoing constantly since you first flagged it in March?
Peter