This topic

vulnerable priority account

heatherglen — Thu, 22 Feb 2024 22:09:19 GMT

how do you get complaints about faults and non working lines flagged up for some priority service when the client is a vulnerable person whose BT line is also essential for the emergency call button too ? my 90 year old mothers line phone now has been a problem for over 2 weeks ??? very poor responses so far.?

Re: vulnerable priority account

imjolly — Thu, 22 Feb 2024 22:24:28 GMT

Is your mother registered here https://www.bt.com/help/landline/getting-set-up/help-people-with-impairments-or-with-particular-needs/i-rely-on-my-service-and-need-it-repaired-urgently

When did you report the line problem

https://www.bt.com/about/digital-impact-and-sustainability/our-approach/our-policies-and-report/bt-vulnerability-policy#:~:text=If%20you're%20in%20a,0330%20123%204150

Re: vulnerable priority account

licquorice — Thu, 22 Feb 2024 22:18:10 GMT

Is she registered as a priority customer https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

In the meantime I will flag the problem to the mods, they will post on this thread in the morning.

Re: vulnerable priority account

heatherglen — Thu, 22 Feb 2024 22:25:54 GMT

great thx

Re: vulnerable priority account

heatherglen — Thu, 22 Feb 2024 22:31:02 GMT

thanks she isnt registered on that list as she doesnt meet the requirements , as shes elderly and frail but not registered disabled and doesnt need assistance to leave home under normal circumstances just 89 years olds and bit wobbly on legs -liable to fall.! but lives ina quite remote area alone with no nearby neighbours and no mobile signal in the dales so land line phone is essential .

Re: vulnerable priority account

NeilO — Fri, 23 Feb 2024 08:33:54 GMT

Hi @heatherglen, I'm sorry it's taking longer than expected to resolve the problem with your mother's line. I'll send you a private message so you can get in touch with her details and we'll be happy to help.

Thanks

Neil