My father has BT broadband and Digital Voice. Last Friday (30th May) his broadband and phone stopped working. He tried resetting the router but to no avail.
He now has no landline, no broadband and cannot use his mobile as the signal where he lives is very poor. We had previously set up wifi calling for him but obviously this doesn't work now either. Phone calls are almost impossible and we have been communicating via text message.
My Dad reported the fault on Saturday and was told there was a network fault and it would be fixed by the end of Tuesday. By Tuesday evening nothing had happened. I rang BT on his behalf and the person I spoke to admitted that nothing has been done. We had a long conversation about the fact that an 84 year old man with a number of health issues had been left with no way to communicate in the event of an emergency. I was told that someone would be in touch within 24 hours to arrange an engineer visit. Needless to say that didn't happen. Another broken promise. I'm now being told that the problem will be fixed today. I have little faith in that promise. I'm waiting for a manager to contact me today but again, I'm not holding my breath.
I am incredulous at how BT really don't seem to care that an elderly man has been left with no way to communicate for the best part of a week. He was moved to Digital Voice earlier this year and was unhappy about it for this very reason. He is now listed as a vulnerable customer but that obviously makes no difference. No one at BT seems willing to take responsibility to resolve this issue.
I am at the end of my tether trying to resolve this for him. BT needs to do better.
