Emergency Welfare

[Keith_Beddoe]

The clue would be if she has a BT Home Hub connected to her line for broadband?

You should be able to report another person`s phone line.

[idw1]

She has tried.  Her daughter has tried.  I have tried.

[Keith_Beddoe]

Are you texting HELP to 61998?

This may raise it as a broadband fault, but you may get a better response.

[rbz5416]

I just dialled 151 from my landline, selected a couple of options & was then prompted for a number to test, then a number for contact.

[Keith_Beddoe]

And that should be the same for 0800 800 151.

[idw1]

Did that some hours ago.  Just reset itself and starting requesting the same info again.

[Keith_Beddoe]

So she definitely has a BT Home Hub connected to her line?

Its not uncommon for people to think their line is a BT line, but they have their broadband from another company. I am just double checking to make sure that its not the reason for the report being rejected.

What are the first six digits of her phone number? Please do not post the full number.

[idw1]

018693.

Thank you for taking an interest

[idw1]

I'm  pretty sure she's BT for both phone and internet because she gave me the original contact number off her BT bill.

[RobbieMac]

Hi @idw1

Welcome to the BT Community!

I am sorry that your neighbour's service has developed a fault due to the recent bad weather we've seen.  I appreciate that she is elderly and how important it is that the service is repaired as soon as possible.

Have you tried the helpdesk number on 0330 1234 150?  You'll get the option to enter your neighbour's telephone number and then it's option 2 to talk to our repair team.

Post back and let me know how you get on with this, please.

Thanks,

Robbie