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Killicks1
Aspiring Contributor

on ‎16-01-2021 12h17

1,859 Views
Message 1 of 15

Mums in her 80s and BT have left her without a phone since since 7th December

So my mum lives alone.

She dosent go out and her landline and internet are her life. With Covid I was less are to visit so I encouraged her to switch from Talktalk to BT.

She got the notifications and an appointment for the engineer. Unfortunately the hub and phones didn't arrive on time but the engineer agreed that I could install the equipment.

Hub worked great but the new digital voice phones weren't recieving incoming calls. For almost 6 weeks my elderly mother has been ringing BT to get the issue resolved. Everyone admits that it is unacceptable but nobody fixes it.

Today she got a Talktalk bill saying she was never transferred. She is at the end of her tether. She is waiting for her GP to contact her about Covid vacinations but is worried he won't get thorough.

 

I have contacted BT myself but still no progress.  At this point if we could get back to Talktalk I would.

 

 

 

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14 REPLIES 14
imjolly
Distinguished Sage
Distinguished Sage

on ‎16-01-2021 12h25

1,855 Views
Message 2 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

is the DV phone connected with the hub and get a dial tone?  if so dial 150 - do you get BT



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Killicks1
Aspiring Contributor

on ‎16-01-2021 12h28

1,853 Views
Message 3 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

DV phone will ring out. No incoming 

She has spoken to so many advisors she is completely confused.

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imjolly
Distinguished Sage
Distinguished Sage

‎16-01-2021 12h30 - edited ‎16-01-2021 12h32

1,850 Views
Message 4 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

do you get BT if you dial 150

were you trying to keep same number and port to BT?



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Killicks1
Aspiring Contributor

‎16-01-2021 12h32 - edited ‎16-01-2021 12h33

1,846 Views
Message 5 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

Not sure as I'm not at her home.

I don't think her number was properly moved from Talktalk so he has Talktalk copper and BT fiber

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imjolly
Distinguished Sage
Distinguished Sage

on ‎16-01-2021 12h33

1,843 Views
Message 6 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

is you mother on FTTP with something like this

ONT fttp_small_ont_2019.jpg



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imjolly
Distinguished Sage
Distinguished Sage

on ‎16-01-2021 12h35

1,840 Views
Message 7 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

I have asked forum mods who are BT employees to see if the can help   they will post here



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Killicks1
Aspiring Contributor

on ‎16-01-2021 12h36

1,836 Views
Message 8 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

She has the newest hub. Not sure what the new socket looks like

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Killicks1
Aspiring Contributor

on ‎16-01-2021 12h37

1,834 Views
Message 9 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

Ta 

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Killicks1
Aspiring Contributor

on ‎16-01-2021 13h41

1,797 Views
Message 10 of 15

Re: Mums in her 80s and BT have left her without a phone since since 7th December

Every day she rings the support line.

She is in hold for about an hour then gets Somone who he's no knowledge of the case but promises that it will be sorted. She has had a range of mixed messages about what is wrong and how long a fix will take.

This is causing her immense distress and in lockdown she has nothing else to do with her time other than fret.

What she needs is a single point of contact that can keep her updated on progress.
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