This topic

Vulnerable customers

Sweetandprickly60 — Tue, 02 Apr 2024 13:30:49 GMT

My elderly mum has been without her 'fall' alarm working, since Good Friday, as her BT landline is faulty, completely dead. 'Computer' says fault should be fixed within 7 days. Mum is at risk without her alarm system working. Can I register her as vulnerable to be given priority re. repair times?

Re: Vulnerable customers

Keith_Beddoe — Tue, 02 Apr 2024 13:39:22 GMT

@Sweetandprickly60

Welcome to this user forum for BT Retail phone and broadband customers.

See https://www.bt.com/help/here-for-you

Also https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Vulnerable customers

Sweetandprickly60 — Tue, 02 Apr 2024 13:44:45 GMT

Much appreciated. Couldn't find it online when looking.

Re: Vulnerable customers

Keith_Beddoe — Tue, 02 Apr 2024 13:48:21 GMT

If you call BT and say its a care alarm, they may be able to give an earlier repair time. Normally its within three working days, but they can ask Openreach to prioritise it.

Re: Vulnerable customers

NeilO — Tue, 02 Apr 2024 13:54:56 GMT

Hi, @Sweetandprickly60 welcome to the community and thanks for posting, I'm sorry about the fault with your mum's landline and appreciate the need for this to be repaired urgently. I'll send you a private message so you can get in touch with the moderation team, we can raise a welfare case to see if the repair can be prioritised with Openreach.

If you call the helpdesk they will also be able to do this for you.

Thanks

Neil