Disabled customer without working landline for over a week

[Hmdalek90]

I'm trying to get help for my father in law who is disabled (with MS) and hasn't had a working landline for over a week (10 days). He has a Lifeline system which means he can't call for help with his alarm if he falls from his wheelchair or bed, or has a medical emergency. It's been reported to BT and every deadline for a fix/update has just gone by with minimal support. My mother in law is also vulnerable and trying to deal with it, but is struggling as no one will talk to her and she struggles with the messages.

He should be recorded as vulnerable but it seems crazy that the line has been out for 10 days knowing he needs it for the alarm. Is there any way to speak to the vulnerable customer team to escalate a repair, as the number on the site is just the normal options. Thanks

[DavidM]

Hi @Hmdalek90 and welcome.

I'm sorry it's taking so long to get your father in law line repaired. I'll be happy to take a look at this for you. I've sent you a message so check your inbox and drop me over the details.

Cheers

David