Create a BTID in your mother's name as account holder rather than trying to create an account manager role.
Is she registered with BT as a vulnerable customer?
Hello. Okay, I will try this approach. Will it show in there about fault reporting?
No, she is not registered as vulnerable customer. I didn't know there was such a priority before today and her not being online it won't help if the only way BT contacts such members is online.
Thanks.
Hmm, did you follow the procedure here?https://www.bt.com/help/account-and-billing/what-is-a-bt-id-and-how-can-i-get-one-
Hi @Marsoc,
I'm sorry to hear about the trouble you've been having setting things up so you can talk about your mum's account, and that she's been having issues with her service.
If you register your mum as a vulnerable customer then this will mean our team have this information available whenever we speak with you or her, either online or over the phone, so it will be handy to have this information registered.
I'd recommend giving the team a call, and they can look into everything that has happened until now, and help you get this sorted. I know you've mentioned you've tried calling before, and not been able to get through, but the team will be best placed to get this resolved for you.
Rach
I'm glad to hear you've been able to speak with the team about this now @Marsoc.
I understand that this hasn't been a great experience, and I'll get your feedback passed on, so we can work to improve this moving forward.
You know where we are if you need any further support 🙂
Rach