My very elderly mother's phone line with care alarm attached was disconnected 9 days ago. Nothing to do with payment just seemingly a mix up with BT and Openreach not being able to work together to supply phone line and/or broadband. As far as I can make out, both companies keep cancelling orders.
She is not in a particularly rural area, phone line was recently digitalised in February and according to one of 'guides', has partial copper wire (?).
I have a new careline ready to go with broadband (her phone line one won't work with it) but she is obviously paying for both as neither can be used as she has no service - and has even had a letter to tell her that she is being charged for ending her contract early. BT decided that it was better to open a new account at her address in my name to make it easier talking to me but yesterday a guide told me two accounts still appeared to be open.
Apart from the many phone calls previously trying to get the whole process started, I have been on the phone to BT every day since the 17th June trying to get her (or any) phone line reinstated so her care pendant will work until something is sorted out with broadband. BT have recently sent me out yet another router - was asked to send last one back due to their cancellation - so just waiting till we are asked to send this one back as well.
I have phoned BT every day; been promised that it would be sorted out; promised phone calls back with updates; told it has been referred to the Executive Complaints Team and still nothing has happened. I am currently waiting yet again for some reply from BT Complaintsbut felt maybe if I ask for any advice here, someone somewhere might have an insight into what I should do.
Ironically, we stayed with BT as we thought it would be straightforward to upgrade her account.
