Elderly mum no phone

[Carolinaskyline]

Help my elderly 91 yr old mum had her copper line cut off in error. Bogus communication to BT said someone new moving into her flat and wanted Wi-Fi. Mum has dementia, so any letters or prior communication may have been missed or ignored.

problem now is Mum has no landline since 4th September 2024. She is not able to cope with digital voice , she needs old landline back asap. She’s housebound. NHS agencies can’t reach her neither  can her family members. Mum is unable to use a mobile phone. She can only use her old handset which accommodates her poor hearing. 
where is the help for vulnerable BT customers? 

[jac_95]

Hi Carolinaskyline,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Christopher_G]

Hi @Carolinaskyline 

Welcome to the community. We'll do our best to help.

I understand that your Mum could be in a vulnerable position, if the landline isn't working. I'd recommend contacting us through our BT Vulnerability process so that we can get you some help as soon as possible.

Chris

[imjolly]

@Carolinaskyline 

is you mother registered here  https://www.bt.com/help/here-for-you

you can also  read this  https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf