Good afternoon
my elderly nan lives in Devon I’ve been trying to call her all day but phone is saying out of use I called bt who wouldn’t /couldnt help as I did not know the password or account number. My issue is I live 400 miles away in Essex and was told I will have to drive there so they can speak with her .. not possible I asked if they could reconnect her so I could speak with her to find out what’s happening as they are saying her bill hasn’t been paid but she pays by direct debit . I initially thought it was a fault but then was told this she is 92 and has no family anywhere near her and I know if she had any form of notification that her bill hadn’t been paid she would have been straight onto it . She has all her faculties and is very astute with her bills
my question is is there anything bt can should do to reconnect her phone so we can sort this . She doesn’t have a mobile and all am getting from bt is we need to speak with her . But as they’ve cut her off how do they expect to speak to her
I’m at my wits end can anyone advise please surely they should think this is a 92 year old and her only line of communication In an emergency
