This topic

Elderly over 90 years old

brian_thorogood — Fri, 26 Apr 2024 15:54:31 GMT

First of all everywhere on BT it is hopeless finding out where to find help for elderly people.

In=laws are over 90 years old and have no idea what to do about the upcoming phone switch. I have looked around and can see that if BT know a customer is over 70 then the phone will not be switched. BUT nothing anywhere in the various help topics, who to ring etc tells you who to call to inform BT about the issue... standard helpline has nothing in the selection of where to go by pressing various 1,2,3 etc.... What number do you ring and what selection do you make to get to the correct person that can do something?

Re: Elderly over 90 years old

Carlusha — Fri, 26 Apr 2024 16:06:19 GMT

@brian_thorogoodwrote:
standard helpline has nothing in the selection of where to go by pressing various 1,2,3 etc...

Oh, tell me about it! I am deaf. almost 80, so the press 1, 2 or 3 lark is as much use to me as a chocolate teapot! Oh, I do like chocolate though.

Re: Elderly over 90 years old

imjolly — Fri, 26 Apr 2024 16:29:05 GMT

You can register here. https://www.bt.com/help/here-for-you

Re: Elderly over 90 years old

licquorice — Fri, 26 Apr 2024 16:59:35 GMT

The phone WILL be switched to Digital Voice at some point, it may be later rather than sooner but it will be switched.

Do they have broadband as well as phone?

Re: Elderly over 90 years old

brian_thorogood — Fri, 26 Apr 2024 17:47:47 GMT

Yes but there are issues regarding where phones are in the house and there is no option for 1 being near the broadband box

Re: Elderly over 90 years old

iniltous — Fri, 26 Apr 2024 18:00:44 GMT

When converted to DV , if the consumer had various wired extensions/ phones they want to keep ‘live’ , that’s possible but needs a wiring rearrangement so the sockets are in effect ran from the phone port on the router ( called voice re injection ) neither BT nor Openreach are responsible for those sockets currently and after the change to DV are not responsible for reconnecting them to the hub , it’s not a particularly difficult thing to do most DIYers should be able to do this , or employ a tradesperson to do it .

BT , in certain circumstances, provide one or more DV adapters that convert an ordinary wired phone into a DECT phone , that can connect to the routers built in DECT base station, so in most cases the extension wiring isn’t needed anyway, the extension phones simply connect in a different way rather than into an extension socket , into the DV adapter which connect via DECT .

Re: Elderly over 90 years old

licquorice — Fri, 26 Apr 2024 17:57:22 GMT

It is not difficult to utilise the existing wiring to provide phone capability. I appreciate it may not be possible for them to do it themselves but it isn't rocket science.

Re: Elderly over 90 years old

brian_thorogood — Fri, 26 Apr 2024 18:33:49 GMT

Just wish someone would answer the question

Re: Elderly over 90 years old

brian_thorogood — Fri, 26 Apr 2024 18:35:17 GMT

Wish I could do a thumbs down.... Just wish someone would answer the question

Re: Elderly over 90 years old

licquorice — Fri, 26 Apr 2024 18:54:08 GMT

The question has been answered, it's going to happen. There are multiple solutions as have been posted. Despite what you may think, it isn't the end of the world.

Re: Elderly over 90 years old

brian_thorogood — Fri, 26 Apr 2024 19:00:24 GMT

The question has most certainly NOT been answered

Re: Elderly over 90 years old

djenson2000 — Sat, 27 Apr 2024 10:09:56 GMT

If you want to call someone, call 0330 1234 150

I understand you may have concerns, but compared to other networks, I think BT are doing a good job of accommodating different situations.

In your case, you will likely be offered a new phone, at no cost. This phone can wirelessly connect to the BT Home Hub, so it is not a concern if you cannot directly plug it in to the hub.

Another option is a wireless ATA converter. This simerly, wirelessly connects to the hub, but allows you to plug your existing handset into it.

If you already have a wireless landline, you can plug the base station into the back of the home hub, and get a charger dock for the handset so you can keep it where you like

Finally, you could employ a handman, tradesperson to hardwire a telephone extension cable from the Home Hub to the place where you want the handset to be.

In short, they are offering so many solutions that it is a practical impossibility that you will have an issue.

Re: Elderly over 90 years old

Keith_Beddoe — Sat, 27 Apr 2024 10:13:37 GMT

@djenson2000

The connection from the hub to handsets uses DECT not Wi-Fi, the only compatible ATA adapter is the BT Digital Voice Adapter.

Re: Elderly over 90 years old

djenson2000 — Sat, 27 Apr 2024 10:44:21 GMT

Last time I checked, DECT was a wireless signal. Furthermore, from my understanding, the pairing process, does indeed use Wi-Fi.

Why try and confuse a already confused and concerned person with technical terms?

When a client is uncomfortable with technology, you try to use familiar terms to them. You don't needlessly talk about semantics.

I understand you are trying to make things clear, but if you have any experience with helping the less technologically ept, you will know that throwing the spec sheet at them does not help anyone.

Re: Elderly over 90 years old

licquorice — Sat, 27 Apr 2024 10:50:12 GMT

It is not semantics, customers will think that the handsets will connect to their WiFi, it won't and will cause more confusion than if they are told it is a different signal. Nor does the hub use WiFi to pair the handset, the WPS button is dual purpose.

Re: Elderly over 90 years old

Anonymous — Sat, 27 Apr 2024 10:56:46 GMT

@brian_thorogoodwrote:
Just wish someone would answer the question
Wish I could do a thumbs down.... Just wish someone would answer the question
The question has most certainly NOT been answered

Which part of message #3 are you struggling with?

Re: Elderly over 90 years old

brian_thorogood — Sat, 27 Apr 2024 17:56:31 GMT

This is the question I posted who to ring etc tells you who to call to inform BT about the issue... standard helpline has nothing in the selection of where to go by pressing various 1,2,3 etc.... What number do you ring and what selection do you make to get to the correct person that can do something? IT HAS NOT BEEN ANSWERED

Re: Elderly over 90 years old

brian_thorogood — Sat, 27 Apr 2024 18:01:59 GMT

Calling the number above...... none of the options provided meet the needs of the call, there is not an option of 'any other issues' to take. Phoning wait times after 3 attempts are all over 40 minutes... Asking for a call back has been tried on each occasion but no-one has ever called back

Re: Elderly over 90 years old

brian_thorogood — Sat, 27 Apr 2024 18:04:20 GMT

Yes I do have concerns but not being able to discuss them with BT is the problem.... great if they provide support but is not going to happen without a discussion with BT

Re: Elderly over 90 years old

licquorice — Sat, 27 Apr 2024 18:10:18 GMT

The ONLY number is the one that has been posted.

All you can do is delay the inevitable in any case.

It really isn't that difficult to provide a workable solution if moved to Digital Voice.