Combine BT internet & EE phone (remotely for 99 year old deaf mother)

[ldm001]

I manage from Chicago my 99 year old mother's computer, and help with other details (using remote control of her PC). She is now deaf, and can only read or use Google Live Transcribe on phone or captions in apps such as Teams. I pay for a subscription (with EE) for her phone so she always has Live Transcribe available, it is critical.

She also has BT broadband. I am looking for any options to combine these two. Almost everywhere on the BT pages leads you to a phone number, but that is unreasonable as it is very expensive for me (from Chicago) and impossible for her. How do I get either Chat or email information? (I can do Teams/Zoom etc)

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[Mod edit - removed signature containing personal details]

[Ali_A]

Hi @ldm001 

Great to hear you're looking to discuss and renew your package to EE. 

As you manage your mothers account, have you had a change to Log in to My BT account to look at the package options available? 
You should also see deals for the EE mobile side for having BT Broadband already active. 

The other option would be to call Customer Service from the U.S., possibly using an internet based calling service, which may be at a significantly lower cost than traditional phone call? 

Ali 

[ldm001]

Sorry, but that is not a useful response. It is equivalent to saying "BT won't do anything to help resolve such an issue."

[licquorice]

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Click on 'Message now'

[ldm001]

Sorry, but that is also not a useful response, it is equivalent to saying "open your wallet, call BT and spend lots of money".

Is there a BT customer Ombudsman?

[ldm001]

N.B., I tried the Chat before. What I got is an MI that wants my phone number then gets confused. It goes in circles because it has not been trained well.

Is their a BT Customer Ombudsman?

[imjolly]

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@ldm001 wrote:
Is their a BT Customer Ombudsman?

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no

[ldm001]

Thanks. For reference, after spending 25 mins to try and reach a human I received the message below:

"We currently have a wait to get through to our messaging teams, we will do our best to connect you with a Guide as soon as possible. Rather than waiting, you can carry on with your day and our Guide will message you as soon as they’re available.

Make sure you have notifications enabled, that way you won’t miss a message from us."

Since the computerized BT system does not understand non-UK numbers this is not useful.

[licquorice]

I wonder how one would contact your ISP in the USA from the UK?

[imjolly]

@ldm001 

you could always try contacting EE as your mother's mobile with transcribe is with EE and is obviously important and see if you can move broadband  from BT to EE and combine that with existing mobile.  However I would doubt the combining mobile with broadband will give much if any reduction

https://community.ee.co.uk/