Elderly lady cut off by BT

[marchv]

My mother is 90 years old, frail, and lives on her own.

On Thursday 16th August, BT were carrying out some work on the neighbouring property, and accidentally disconnected her phone. It is now more than a week, and they have failed to restore her service. We have been on the phone to BT for hours every day without getting anywhere.

She relies on her phone for a personal alarm system, for medical appointments, and for family, friends and carers to contact her.

The situation is intolerable for her and her family. BT are displaying abysmal standards of customer care.

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[PaddyB]

Hi @marchv,

Thank you for posting. I'm really sorry your mom has been left without a working telephone service. If you send me in your details, I'm make sure that we get that service back up and running as quickly as possible.

Please can you send me in your Mom's BT account details, using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[marchv]

Well I've done that, but

a) Mother's been given a new account number, which your "Contact the moderator" form doesn't accept, so I've given her old account number.

b) I can't give her phone number, as she hasn't got one! So I've givren mine.

We have already referred this to Executive Level Complaints.

[marchv]

I should add - Executive Level Complaints have been ineffective at solving the problem.

[PaddyB]

Hi @marchv,

Thank you for sending in those details. I've reviewed the details of the case and I can see that the Executive Level Complaints team have picked up that case and they're working with Openreach to get the line connected.

As the case is with the Executive Level Complaints Team, it would be best to allow them to continue to manage the case. As this would avoid double handling and that could further delay the service being restored.

The ELC team are the best team to manage your case and they'll do everything they can to have the service restored as quickly as possible.

I've update the case note to make them aware that you have been in contact through the community.

Thanks

PaddyB