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Vulnerable user

MARMITE25 — Mon, 27 Oct 2025 11:41:09 GMT

My elderly and vulnerable friend has had a fault on her landline since Friday. She has vision and mobility problems and is very dependent on her phone for contact and transport. She is not registered as a vulnerable user (we will deal with that), but how do I get this fault prioritised? I have tried various ways of getting to speak to a human being at BT, but just keep going round the Bot route which says "the fault has been passed to an Openreach engineer" then hangs up.

Re: Vulnerable user

imjolly — Mon, 27 Oct 2025 11:47:08 GMT

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

Re: Vulnerable user

Peter_W — Mon, 27 Oct 2025 12:02:47 GMT

Hi @MARMITE25.

Welcome to the BT Community!

I'm keen to take a closer look into this with you, so I've just popped you over a private message.

Peter

Re: Vulnerable user

MARMITE25 — Mon, 27 Oct 2025 12:17:40 GMT

Thanks, we will get this sorted, but she has the fault now and isn't yet registered

Re: Vulnerable user

imjolly — Mon, 27 Oct 2025 12:58:23 GMT

@MARMITE25

you need to reply to message from @Peter_W who is BT employee and will try and help you

Re: Vulnerable user

MARMITE25 — Mon, 27 Oct 2025 13:38:30 GMT

Yes, we are corresponding privately, thankyou

Re: Vulnerable user

Keepontop_11 — Mon, 27 Oct 2025 18:24:10 GMT

Thank you
I will bare this in mind
Regards
Christine