This topic

Remove restriction

Carol65 — Tue, 14 Nov 2023 16:05:04 GMT

Can anyone please help me?

BT placed a restriction on my Dad's landline due to non-payment. An error by his bank led to his direct debits being cancelled. When this was discovered, he paid the outstanding amount and the direct debit was reinstated. The restriction on his broadband was removed but the one on his landline remains.
Billing say that there is no debt and that they have removed the restriction but that it must be "stuck" in the computer system somewhere. An Openreach engineer has visited and confirmed that there is nothing wrong from the home end. However, Openreach do not or will not liaise with BT so it's up to us to try & make BT solve their apparent computer issue.

Each attempt to solve the problem has not worked & BT have failed to follow up with their promised phone call. A complaint has been raised & they were due to call last night but this did not happen either. Every time I ring them it's like starting from scratch all over again. In a nutshell, my Dad has been unable to make any calls since 4 October.

He is 82, lives alone and although he has a mobile, the reception in his house is very unreliable so feels much safer with his landline.

I just don't know what to do next. Any ideas will be gratefully received.

Re: Remove restriction

Keith_Beddoe — Tue, 14 Nov 2023 16:15:29 GMT

@Carol65

I will ask a moderator.

Re: Remove restriction

DanielS — Tue, 14 Nov 2023 17:11:38 GMT

Hi @Carol65,

I am so sorry to see that his line hasn't been reinstated after he contacted us.

I'm going to send you a private message that you can reply back to my team on.

Thank you

DanielS

Re: Remove restriction

JohnC2 — Fri, 24 Nov 2023 16:55:46 GMT

Hi @Carol65, thanks for getting in touch. As a case had already been raised with the executive team the case was left in their hands.
I can see that they have confirmed the fault was fixed yesterday and your Dad's phone service is now working again.

Cheers

John