This topic

cannot get through to elderly relative on landline

Sharpey0106 — Sat, 04 May 2024 17:11:54 GMT

I have been trying all day to telephone an elderly relative on their landline.

When I call I hear 3 beeps and a 'call failed' message on my mobile.

How can I find out why my relative's landline is not working and if it has been disconnected.

Are BT disconnecting landlines?

My relative is elderly, frail and has dementia.

I am unable to physically go to the address

Re: cannot get through to elderly relative on landline

Keith_Beddoe — Sat, 04 May 2024 18:27:05 GMT

@Sharpey0106

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

BT Retail are not disconnecting landlines, but its possible their phone line is out of order.

If they are a BT Retail Customer, then Report it as a phone fault using the phone fault repair number 0800 800 151.

You will be prompted for the phone number that you want to report.

You may also be able to use this option.

Text us

Text PHONE to 61998 (charges may apply at your standard rate).

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue.

Monday to Friday 8am - 9pm

Weekends and bank holidays 8am - 8pm

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sat, 04 May 2024 19:29:41 GMT

This only works if it is my phone.
Phone number checks my phone.
email also checks my phone and is a BOT so cannot communicate with it???

this was of no help

Re: cannot get through to elderly relative on landline

Keith_Beddoe — Sat, 04 May 2024 19:38:44 GMT

All I can suggest is to ring the 0800 800 151 number, do not select any options, and you may get an answer from a real person.

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sat, 04 May 2024 19:40:48 GMT

Apologies,

didn’t mean to be rude

thought i was replying to BT

i haven’t used this service before

thank you for the information

Re: cannot get through to elderly relative on landline

imjolly — Sat, 04 May 2024 19:41:45 GMT

This is a customer help customer forum and your post does not go to BT

When your tried the phone number suggested by @Keith_Beddoe did you try using a mobile and not a landline as you should be asked for phone number

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sat, 04 May 2024 19:46:23 GMT

There is no option to report anything other than the phone you call from.
immediately starts doing diagnostics on the that phone.
no option to speak to a human

very pleased i am not with BT

Re: cannot get through to elderly relative on landline

jac_95 — Sat, 04 May 2024 19:58:15 GMT

You might need to call during the contact centre opening hours if the IVR doesn't allow you to get passed the automated checks

https://www.bt.com/help/contact-bt/technical-support/landline

Monday to Friday 8am - 9pm

Weekends and bank holidays 8am - 8pm

Re: cannot get through to elderly relative on landline

chrisjp — Sat, 04 May 2024 19:59:41 GMT

If the system only does diagnostics on the phone you call from, how can you report that any phone line is not working?
I can't believe even BT would be that obtuse!

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sat, 04 May 2024 20:00:52 GMT

Try it

Re: cannot get through to elderly relative on landline

tonysmini018 — Sun, 05 May 2024 08:32:46 GMT

Have you tried calling them from another phone?
You get this response if they may have accidentally blocked your number.

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sun, 05 May 2024 08:41:55 GMT

Hi, i have yes, same response.
i eventually got through to someone on direct message last night.
apparently mumber isn’t even BT which I find strange.
Driving over this morning to do welfare check.
thank you everyone

so glad i’m not a BT customer 🤣

Re: cannot get through to elderly relative on landline

Keith_Beddoe — Sun, 05 May 2024 08:48:21 GMT

Its easy to check whether its a BT number, Ofcom have a database.

What are the first six digits of their number? Please do not post the full number.

It its not BT, then its not BT`s fault, as the line tester only works with BT Retail numbers.

Re: cannot get through to elderly relative on landline

RIC9380 — Sun, 05 May 2024 09:04:03 GMT

If you are concerned about the welfare of a child, individual or family and a Police welfare check is appropriate in line with the Police guidance, then a welfare check should be requested by calling 101, or 999 if there is concern that there is an immediate risk to life.

If you are unsure if a police welfare check is appropriate you should discuss this with the local authority's designated lead for safeguarding. Ring the Council as lines should be manned 24/7.

If a police welfare check is not deemed appropriate, you should consider the steps you can reasonably take to be assured of the safety of a child, individual or family. This may include a home visit, contact via telephone or social media, or discussions with other professionals or practitioners in contact with them.

RIC9380

Re: cannot get through to elderly relative on landline

iniltous — Sun, 05 May 2024 09:09:35 GMT

Hopefully your relative is fine , but what a weird thing to say , you are not a BT customer , your relative is ( apparently ) not a BT customer , you post on a forum for BT customers and get a more than helpful response, even though your problem in not getting through to your relative has nothing to do with BT , and yet you express relief that you are not a BT customer …..

Re: cannot get through to elderly relative on landline

Sharpey0106 — Sun, 05 May 2024 09:37:52 GMT

This is worse than Facebook

wrong advice

advice not asked for

people questioning my responses and opinions

For those that gave advice around my specific request thank you.
i’m out

Re: cannot get through to elderly relative on landline

tonysmini018 — Sun, 05 May 2024 09:46:27 GMT

What people are trying to explain to you is that not all phone numbers belong to BT.

Sky, Talk Talk, Vodafone, ect have their own number range which, although are supplied via the Openreach network via LLU (local loop unbundling), you can’t test using the BT system.