This topic

How do I get the phone line fixed quickly for a vulnerable 82 year old ?

AcmeUK — Fri, 03 Nov 2023 11:47:52 GMT

I am unable to contact my brother-in-law who is 82.

He is diabetic, has had a number of falls and previously had the big C.

His landline just rings out.

His sister has tried to get the line tested.

The automated system says it is faulty, says the fault will be repaired by 8th November, then gives an incredibly long reference number that is impossible to write down.

In view of his age etc, the repair date is unacceptable.

He lives on his own and we are concerned for his health.

I can confirm that he is a customer of BT Retail.

How do I get this issue expedited?

Thanking you

W Price

(A BT pensioner)

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

Keith_Beddoe — Fri, 03 Nov 2023 11:56:35 GMT

@AcmeUK

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Tell the agent that he is vulnerable.

This link may help in future https://www.bt.com/help/here-for-you

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

AcmeUK — Fri, 03 Nov 2023 12:08:33 GMT

Hi Keith

Thank you for your quick reply.

I tried the 0330 number.

Guess what.

The automated system confirmed that there was a fault, it would be fixed by 8th November, then gave the long reference number that again was impossible to write down.

Then the system disconnected me.

Is there an option on the 0330 number to connect to a person?

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

ljm — Fri, 03 Nov 2023 12:16:49 GMT

The best way to speak with a human at BT is to not answer any of the options given when you ring them on that number.Eventualky someone will pickup your call.

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

Keith_Beddoe — Fri, 03 Nov 2023 12:17:48 GMT

I am afraid its AI taking over.

What its quoting is the normal repair time for a residential fault, three working days, unless they are registered as vulnerable, as shown on that link I posted.

I can ask a moderator to help, but they are very busy and would not even be able to look at the case until sometime next week, as each request is dealt with in strict order.

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

AcmeUK — Fri, 03 Nov 2023 12:22:52 GMT

Hi Keith
I found out if you keep listening to the options the system eventually connects you to a real person.

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

AcmeUK — Fri, 03 Nov 2023 12:28:36 GMT

Thanks Jim

As you will see from my latest post I did that.

Received excellent help from the person who took my call. They raised the the issue to a priority job.

I will have to get him to register for the priority repair scheme.

Re: How do I get the phone line fixed quickly for a vulnerable 82 year old ?

ljm — Fri, 03 Nov 2023 17:37:29 GMT

Glad to hear that!... ljm (not Jim 😀)