Elderly Mother's phone not working. Trying to report it to BT is hopeless. No person to speak to

[iniltous]

I’m aware of that automated systems use the calling line identity and assume the call is about that number , for what it’s worth you can always withhold the number , and probably get put through to a human , but the fact remains an option on the call platform that offers the option to report a fault on a different line to the one the CLI is indicating is undesirable   for the reasons outlined, unless the caller has the authority, and can prove that by quoting the account number and potentially answering the security questions , then a fault report for a third party isn’t likely to be progressed , if a third party manages to circumvent the automated systems and get through to a human they almost certainly won’t raise a fault unless it the account holder calling , not a third party 

[Cabron]

Thank you. Will try that. 

[Cabron]

Genius. Very helpful of BT. 

[Cabron]

Yes, but it what is a confused 84 year old supposed to do? How do they report a faulty phone line?

[Cabron]

So what is a confused 84 year old supposed to do? How does she report a faulty phone line? 

[iniltous]

I agree It’s not ideal  , but checking a persons identity before accessing that persons account information, ( as well as the potential charges problem accepting a third party report )  , there is the GDPR ( data protection ) requirement, that is the law and so even if someone other than BT were your mothers provider they would face the same GDPR requirement 

[Peter_W]

Good morning @Cabron.

Thanks for taking the time to reach out via the BT Community Forums. 

I can really appreciate how worrying it must have been if you struggled to get this reported for your mother, and definitely want to make sure we've done all we can here. 

Just to be sure, have you had a chance to register your mother's additional needs here?

As @gg30340 mentioned, one option to look at here could be following another option instead of reporting a fault; for example if you were to follow the options for billing or another department they could then transfer you through to a technical guide that can help you run these checks. 

Also did you manage to get this resolved in the end, or is this fault still outstanding?
Peter