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TO50
Beginner
773 Views
Message 1 of 6

Dementia sufferers line in care home disconnected in error

BT have just disconnected my 91 year old mothers phone from her room in a care home because they thought a new resident (also wanting a line) must be a takeover from my mums room!!!  (they did have the wrong room number on their records - even though we had paid them to connect it so they should obviously have known which room they connected it into). She took her number there a year ago when she needed specialist residential care. I thought they would quickly reconnect once I rang them but shockingly no, she would now need to take on a new contract (12 or 18 months) and pay another connection charge (she paid this when she moved in!)  Its shocking that you cant speak to a manager at BT (3-5 day callback) and there is no e-mail address for BT. She has been with BT for 50 years and has done nothing wrong. Just needed to offload - so shocked by BT's policies. Its so upsetting that BT would treat a suffering customer who has Dementia in this way. She now cant get my daily calls which she needs for her wellbeing and not getting them will really confuse and worry her. My friends are disgusted -  I Will probably contact my MP.

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5 REPLIES 5
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Dementia sufferers line in care home disconnected in error

I have asked one of the forum mods to try and help  they will post here but are busy with other priority cases



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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Matt-S
Moderator-Retired
751 Views
Message 3 of 6

Re: Dementia sufferers line in care home disconnected in error

Hi @TO50,

Welcome to the Community.

I'm really sorry to hear that your mother's phone line was cut off in error, it sounds like the records were incorrect.

We will do everything we can help to try and get your mother up and connected as soon as possible. We are really busy at the moment so it may take us a few days to get to this case.

Have you been able to get a new order for service placed, if not would you be able to place one?

This would help speed up the process of getting the line reconnected and we can remove activation charges and contracts once the service is up and working. I have sent you a private message.

Thanks

Matt

 

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TO50
Beginner
719 Views
Message 4 of 6

Re: Dementia sufferers line in care home disconnected in error

Hi,

I do not appear to have received a private message from you.

I have, as you suggested placed an order for re provision of the service this afternoon. The advisor was more sympathetic but said the connection date is 20th October although the confirmation e-mail then said they are not sure they can connect on that date?  She did say it can sometimes be brought forward but that cant be asked for, until 48 hrs after the order is entered.  They cannot attempt to bring her own number back until after the line is fully connected - I am surprised there is not the technology to do both things in the same order . However given the urgency of getting her line back on,  I have no choice but to go with this. I can only hope this reconnection is quicker than the date quoted.

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NeilO
Moderator
Moderator
701 Views
Message 5 of 6

Re: Dementia sufferers line in care home disconnected in error

@TO50 many thanks for getting the order in place and I'm so sorry the private message from Matt hasn't arrived, I'll send that again in a moment or two. If you can get the order details over to us in your reply we will try to get the connection date brought forward. It's not always possible if the line is currently active with another provider due to industry line slamming rules but we will make all the checks and do our best for your Mother.

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Carlusha
Recognised Expert
682 Views
Message 6 of 6

Re: Dementia sufferers line in care home disconnected in error


@TO50wrote:

 

I do not appear to have received a private message from you.

 


Check where I have circled - you should, if you haven't found the messages, see a "2" there to indicate unread messages.

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