This topic

Vulnerable customer left without landline service for a week

TSaunders — Thu, 01 Feb 2024 19:05:02 GMT

How can BT leave a vulnerable customer without landline service for a week? Especially as it connects them to a personal alarm system. I'm appalled at this lack of care for an elderly customer who lives alone and does not have a mobile phone.

Re: Vulnerable customer left without landline service for a week

-Richie- — Thu, 01 Feb 2024 19:44:41 GMT

How would depend on what the cause of the issue is and the time needed to fix it, BT will always give extra support to the most in need, I'll ask a passing mod to have a look and see if they can offer assistance.

Have you also looked at the extra help available at www.bt.com/hereforyou

Re: Vulnerable customer left without landline service for a week

TSaunders — Thu, 01 Feb 2024 19:47:24 GMT

This isn't the first time that this happened. The response from the customer service live chat is that she might be escalated to an emergency / priority and that seven days without service is a maximum. Both are still unacceptable.

Re: Vulnerable customer left without landline service for a week

PaddyB — Thu, 01 Feb 2024 20:00:07 GMT

Hi @TSaunders,

Thank you for posting. I'm sorry if the repair has taken longer than expected. If you send me your details, I'll do my best to see what can be done to speed up the repair.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy