This topic

Re: Repair for vulnerable elderly

jtv1 — Sun, 21 Dec 2025 01:39:01 GMT

Seems like nothing has changed to only for the worse.

Found out mums phone isn't connected this evening and tried calling up, only to meet an answer machine telling me something like a better service is coming, but not available and cut my call off.

I did not expect that from BT/EE, that the actual infrastructure of the country decided to go to sleep even on the elderly.

Re: Repair for vulnerable elderly

Christopher_G — Sun, 21 Dec 2025 08:32:41 GMT

Hi @jtv1

I'm sorry to hear that your Mum's phone isn't working. The quickest way to resolve this is by speaking with our Customer Support team. Could you give it a try again today and let me know if you can get through?

It's worth mentioning any vulnerabilities or additional needs with our support team too, when you speak to them, so they can be logged against the account.

Chris

Re: Repair for vulnerable elderly

imjolly — Sun, 21 Dec 2025 11:19:32 GMT

is your mother registered here https://www.bt.com/help/here-for-you and here

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

Re: Repair for vulnerable elderly

jtv1 — Sun, 21 Dec 2025 11:26:07 GMT

Thank you Christopher

Am going to my mum in a few minutes and hope the issue should be resolved.

I did expect that I would have found out if there was some engineering that might have been the reason for the disconnection I could have understood, but we no longer pay for that privilege. It's shocking.

Thanks again

Re: Repair for vulnerable elderly

jtv1 — Sun, 21 Dec 2025 11:35:53 GMT

Hi Imjolly

Thank you for asking

I am of the understanding she is, which begs me to ask, why wasn't she informed that a disconnection was at least pending.

A call of a warning could have been implemented to the house phone or even her mobile, with the patience to understand that it may take time for a vulnerable person to reply.

Thanks for the links

Re: Repair for vulnerable elderly

jtv1 — Tue, 23 Dec 2025 03:13:10 GMT

Hi Chris
I got through eventually, but if it was for a vulnerable person to try, they would have given up, with the amount of hoop they would have to go through.
I could only advise to get rid of that system, for a simple call for registered vulnerable people.
Turned out the system needed refreshing at the office end.

Re: Repair for vulnerable elderly

jtv1 — Tue, 23 Dec 2025 03:14:50 GMT

Hi Imjolly
I got through eventually, but if it was for a vulnerable person to try, they would have given up, with the amount of hoop they would have to go through.
I could only advise to get rid of that system, for a simple call for registered vulnerable people.
Turned out the system needed refreshing at the office end.