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Aspiring Contributor
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Message 1 of 27

Priority Repair Problems

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Hi.

 

Can anyone help me with getting the Communication Choices Leaflet so that I can apply for Priority Care for my Mother.

 

I've tried ringing 0800 800 150 and asking the robot for the leaflet but got through to sales who then passed me to connections who went away to find out but then cut me off. I'd of thought that the automated system should be set up to recognise a request for 'Communication Choices'.

 

Also, is there any way of getting a faster repair for a current fault (in advance of making the application). My Mother is 90 and lives on her own, she is housebound with poor mobility and has a Personal Alarm/Panic Button with AgeUK that is currently not operational. 

 

There was, I understand , a general fault in her area yesterday that is shown as now being cleared. The fault check shows the problem to be in the exchange. The estimated repair date is shown as 1700 Monday 12 Sept (today is Saturday 10 Sept).

 

I've spent in excess of 2 hours in phone queues since last night trying to get somewhere with this with no sucess whatsoever!!

 

Any help greatly appreciated.

 

Regards - Andy

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Distinguished Sage
Distinguished Sage
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Message 2 of 27

Re: Priority Repair Problems

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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.

 

For the repair update, try the faults support team 

 

Normally Openreach will aim to fix faults within three working days.

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Aspiring Contributor
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Message 3 of 27

Re: Priority Repair Problems

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Thank you Keith 🙂

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Moderator
Moderator
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Message 4 of 27

Re: Priority Repair Problems

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Hi @AndyGee and welcome.

 

I'm sure I can help with this. Can you please drop me over an email with your mums details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Aspiring Contributor
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Message 5 of 27

Re: Priority Repair Problems

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Thank you 🙂 Email sent.
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Aspiring Contributor
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Message 6 of 27

Re: Priority Repair Problems

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Hi again.

 

The phone line now seems to be fixed. Thank you to all who helped. 🙂

 

I have also emailed asking for copy of document PHME 69630 to register fo Priority Care if we have any problems in the future. Hopefully we'll get that sorted soon.

 

Thanks again - Andy

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Aspiring Expert
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Message 7 of 27

Re: Priority Repair Problems

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All BT customers now get Priority Care as standard.
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Distinguished Sage
Distinguished Sage
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Message 8 of 27

Re: Priority Repair Problems

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@John25Roberts wrote:
All BT customers now get Priority Care as standard.

Where did you see that? I think you are thinking of Line Rental Plus, where you get priority.

 

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Aspiring Expert
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Message 9 of 27

Re: Priority Repair Problems

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No, I'm not thinking of Line Rental Plus whatever that is. In May/June time BT upgraded all their Consumer Customers to Priority Care. Means paying Openreach more per customer but it's so they get a Faster Response time.
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Aspiring Expert
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Message 10 of 27

Re: Priority Repair Problems

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@John25Roberts wrote:
No, I'm not thinking of Line Rental Plus whatever that is. In May/June time BT upgraded all their Consumer Customers to Priority Care. Means paying Openreach more per customer but it's so they get a Faster Response time.

Are you sure?

 

I thought this was the priority care information

 

https://www.btplc.com/inclusion/HelpAndSupport/DocumentsandDownloads/BTServices/FreePriorityFaultRep...

 

Are you you saying that all BT customers will get help on Xmas Day? 

 

I seem to recall that BT bought in faster response times recently but I didn't think it was  to this level

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