Vulnerable customer needs assistance

[alyson1]

My mother lives in assisted living and has to move rooms as she is not very mobile. I pay the phone bill. I discovered today that the new room does not have an active line. How can I get this resolved urgently.

[licquorice]

Just place a home move order.

[alyson1]

Ok. I'll try and find that on the website 

[gg30340]

See link.

https://www.bt.com/exp/moving-home

[alyson1]

Thank you SO much 

[alyson1]

Just a comment that I have now been on hold for an hour trying to get through to the move team . My mum is 89 and has no land line ( she can't manage a mobile) and I live 30 miles away and need to go to work. Terrible service 

[imjolly]

is your mother registered here

https://www.bt.com/help/here-for-you

[alyson1]

Thank you. That just sends me back to the number that I can't get through on today. I'll have to keep trying 

[Ali_A · Accepted solution]

Hi @alyson1 

I'd like to see if I can get you some help with this. 

I'll send you a private message for more information. Can you have a look and get back to me when you can. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Ali