Faulty Line - 94 year old at risk

[CliveEggs]

Can anyone please give me the number to escalate a line repair for my 94 year old father? The faulty line is linked to his personal fall alarm and it hasn’t worked for 4 days now. It really is not good enough given his age and him being at risk. We have been told Open Reach are working on it but communication has pretty much been one way and he is suffering with terrible anxiety over this.

[Lesley_W]

Hi @CliveEggs 

Welcome to our community.

I'm sorry that you are struggling to get a resolution for your father, I appreciate he is reliant on his line and we don't want him to be without it. 

Have you raised a complaint about this already?

Lesley

[imjolly · Accepted solution]

is your father registered here

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

[36ULW]

Have you asked it be made a Welfare Case?

That would expedite the Repair but doesn’t mean it’s a guaranteed fix there and then.

The Fault could potentially be part of a larger outage that is a bit more complex than a simple DIS One Leg in PCP. For example it might be an E-Side Cable Breakdown that needs a changeover.

[CliveEggs]

Thanks for the advice Lesley. I raised a complaint and we finally got an Openreach engineer in this morning, 6 days after the fault was reported. Interesting that the complaints department were unable to bring forward the Openreach appointment on their system even though my father is an at risk customer.  They said that the system was blocking any request to accelerate the call out. Does make a mockery of BT’s pledge to support vulnerable customers.

[CliveEggs]

Thanks for the useful advice. He is now on the register.