This topic

Landline issues

MrsHappy — Mon, 10 Aug 2026 09:36:42 GMT

EXHAUSTED, UPSET AND ANGRY DAUGHTER SEEKS HELP FROM ANYONE IN BT FOR HER ELDERLY PARENTS -

100yr and 89yr old, one with Alzheimer’s and both with complex health issues and terminal illness.

Approximately 53 days without their home phone. (Yes, they both have mobiles that they are increasingly unable to use effectively).

3 attempts to register them as vulnerable customers - 1 last year and 2 in the last 7 days. BT failed to register.

1 booked Engineer call who failed to ring.

1 scheduled appointment on Saturday who failed to attend.

1 urgent welfare appointment on Sunday who failed to attend!

The last week I have spent approximately 6 hrs of phone time trying to resolve this issue. Plus note and now complaint writing time.

I am at an absolute loss of how to get BT to even fulfil their legal duty of care to such vulnerable individuals, let alone expect a service from them!

So, if anyone knows, of anyway how I can get their phone fixed - PLEASE LET ME KNOW!

Re: Landline issues

WSH — Mon, 10 Aug 2026 10:15:02 GMT

Have they already been switched to Digital Voice (DV)? If so, the phone needs to plug into the back of the Smart Hub 2, rather than the old phone socket. It will probably also need rebooting afterwards.

The team listed here are also very good in my experience:

https://www.bt.com/content/dam/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Landline issues

MrsHappy — Mon, 10 Aug 2026 10:16:55 GMT

Thanks, but tried that WITH BT tech on the phone and that’s when they decided there was an issue and needed an engineer!

Re: Landline issues

WSH — Mon, 10 Aug 2026 10:38:08 GMT

That seems to imply that their records show they have been switched?

If you go into the management page on the hub, (at 192.168.1.254), and log in as admin, (default password is on the card on the back), there should be a tile on the homepage that shows their phone number.

Re: Landline issues

Peter_W — Mon, 10 Aug 2026 11:26:05 GMT

Welcome to the Community, @MrsHappy

The experience you've described here is far from what we'd want or expect, so I'm keen to make sure we get this checked out.

I've just sent you over a private message so we can take some further details.

Speak soon,

Peter