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Vulnerable customer

JoFord — Wed, 28 Jun 2023 10:16:16 GMT

My elderly mother has a fault on her landline

she needs this as she lives alone and uses a lifeline alarm in case of emergency

she cannot use a mobile

I have reported the fault using BTs automated system but how can I let them know how urgently she needs this fixed

licquorice — Wed, 28 Jun 2023 10:24:14 GMT

Call customer services on 0330 1234 150

Is she registered with BT as a vulnerable customer?

JoFord — Wed, 28 Jun 2023 10:28:17 GMT

Thanks but I’ve already done that it just guides you to the automated system

licquorice — Wed, 28 Jun 2023 10:31:46 GMT

You should be able to speak to someone on that number.

JoFord — Wed, 28 Jun 2023 10:34:03 GMT

No they send a text

Devon_Dave — Wed, 28 Jun 2023 10:49:29 GMT

This needs to be raised as an emergency welfare case with BT. Openreach will then arrange to attend the same day m

licquorice — Wed, 28 Jun 2023 11:04:14 GMT

@JoFord if you don't select any options, you will get to speak to an advisor.

JoFord — Wed, 28 Jun 2023 11:25:46 GMT

Thanks I think I’m making progress now

DavidM — Wed, 28 Jun 2023 18:40:54 GMT

Hi @JoFord and thanks for posting.

I've dropped you a private message if you need help. Just reply to that.

Cheers

David