Elderly relative cut off from their analogue line which was kindly organised by Robbie Mac

[Macca2]

So after days of trying to get my in-laws back onto their analogue line with loads of help from Robbie Mac and Paddy we are back where we started. All was well until I queried the package they were on as they were being charged for every call. It turns out that a deactivated 700 free mins call plan was sitting on their account blocking it due to its pending status. I spoke to a helpful guy called Josh who sorted it out and moved them onto an unlimited calls package after advising that the 700min call plan had been discontinued.

All was good with a promised activation day the following day and a full refund on calls. A few things happened:

1) the line has gone dead - apparently disconnected by Open Reach

2) we are now waiting for the engineers to sort this and get the analogue line back.

3) no refunds on the account

My in-laws aged 93 and 90 now have no phone line and worse still the panic alarm call system is rendered in active due to no phone line

Apparently 'Josh' didn't untick the change to digi voice tick box and their account has been deactivated.

Please help - they are now left vulnerable with no line of communication and no emergency call button. I cannot believe all that hard work has been undone !

Many thanks

[NeilO]

Hi, @Macca2 I'm so sorry this has happened, I can see a specialist connections team are working on getting your in-laws back onto an analogue line. They're due to get back to you with an update today.

Neil

[Macca2]

Hi NeilO

So BT did get back to my sister -in-law yesterday. Apparently another welfare case has been set up with Open Reach. According to the chap she spoke with he said that it should all be working from BTs and is basically blaming Open Reach.

I am now very concerned that this is going to rumble on for weeks. My father in law has an emergency call button which is now rendered useless. He is 93 today - would be a great present to be able to tell him that his phone is up and working.

This is all so frustrating for the whole family and very concerning as they rely heavily on their phone. Mobiles and internet are a mystery to them!

Please can you help and step in? We have no idea what is happening.

Many thanks

Julie

[Keith_Beddoe]

@Macca2 

I assume that whoever provides the emergency care button is aware that the analogue phone network is closing down, so they must have some alternative system in place, all care providers were told about this a long time ago.

Have you contacted them to see what options they offer?

[JohnC2]

Hi @Macca2, sorry that the service has not been restored yet and he may miss a few birthday calls.
The complaint is with our connections team who are the experts and they'll be back in touch on Monday to update your Sister-in-Law. It's to provide a copper line so it's a bit more complicated than it was prior to the closing down of the analogue network but they know what to do.

Cheers

John