Escalating a serious Issue.

[TcwH]

Hello,

My elderly parents are in a situation of having terrible phone service that is dead for hours or even a day at a time for months now. This is not an exaggeration as my dad has maintained a spreadsheet.

They report the issue then an engineer comes and says that issue is resolved only for it to go down again. In their area there is no inside mobile signal and they are in their 80's with health problems.

Please could a moderator pm me (or what ever the procedure is) and I can provide much more details with exact dates and engineer visit times etc.

Thanks for your time.

[imjolly]

are your parents registered here  https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

or this may help   https://www.bt.com/help/here-for-you

[Peter_W]

Good morning @TcwH, thanks for reaching out to us about this. 

I can totally understand your concern with this one, especially if your parents have been told multiple times that this should be resolved but the issues keep recurring. 

I would definitely check out the details that @imjolly has shared here about checking to see if they're eligible for priority repairs. 

Also have they had a chance to raise this as an official complaint with our dedicated complaints team?

You can check out our full complaints code of practice that outlines how to do this here:

Our complaints code of practice (bt.com)

Peter