Vulnerable person

[Bruce204]

Anyone else had  exhausting experience with BT. Have had multiple phone calls re my elderly aunt who is 85years old lives alone and has carers 4 times a day. Was being charged £206 a month for broadband which she can't use and has terrestrial TV. When I called I pointed out she was vulnerable and needed her landline for safeguarding . They changed her package and disconnected her phone. I spent 2 hours yesterday on the phone but they won't reconnect till the 15th September nor garantee her phone number which she needs for gp dentist hospital. This is a serious situation and could be potentially life threatening 

[imjolly]

send email to resolutions team and they will help you - they are executive level complaints

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[Drive_Easy]

I am also registered as a vulnerable person with BT. I am being migrated to Digital Voice today and have sent three emails to the CEO, all of which have gone unanswered. Someone recommended that I install the BT app - that thing is also unfit for purpose.

[Drive_Easy]

Well they are ignoring me.

[Christopher_G]

Hi @Bruce204 

Welcome to the community.

I'm sorry to hear of the problem with your Aunt's service. I've sent you a private message to get a bit more information from you, to try and get you some help.

Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[Christopher_G]

Hi @Drive_Easy 

Welcome to the community. 

If you could give us a little more information about what the problem with your service is, we'll do our best to help you.

Chris

[Drive_Easy]

Thanks - the CEO's office finally responded, so fingers firmly crossed.