Elderly vulnerable relative disconnected

Smiffs73 — Thu, 23 Oct 2025 13:16:12 GMT

Good afternoon

my elderly nan lives in Devon I’ve been trying to call her all day but phone is saying out of use I called bt who wouldn’t /couldnt help as I did not know the password or account number. My issue is I live 400 miles away in Essex and was told I will have to drive there so they can speak with her .. not possible I asked if they could reconnect her so I could speak with her to find out what’s happening as they are saying her bill hasn’t been paid but she pays by direct debit . I initially thought it was a fault but then was told this she is 92 and has no family anywhere near her and I know if she had any form of notification that her bill hadn’t been paid she would have been straight onto it . She has all her faculties and is very astute with her bills

my question is is there anything bt can should do to reconnect her phone so we can sort this . She doesn’t have a mobile and all am getting from bt is we need to speak with her . But as they’ve cut her off how do they expect to speak to her

I’m at my wits end can anyone advise please surely they should think this is a 92 year old and her only line of communication In an emergency

Re: Elderly vulnerable relative disconnected

Christopher_G — Thu, 23 Oct 2025 13:51:52 GMT

Hi @Smiffs73

Welcome to the community.

I'm really sorry to hear of your Nan's situation. I'm going to send you a private message to try and get you some help with this as soon as possible.

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

Thanks

Chris

Re: Elderly vulnerable relative disconnected

imjolly — Thu, 23 Oct 2025 14:09:14 GMT

@Smiffs73

Is you Nan registered here? if not she should register

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

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Elderly vulnerable relative disconnected

Re: Elderly vulnerable relative disconnected

Re: Elderly vulnerable relative disconnected