Fixing a fault

[erin342]

Hi, I have been trying to report a fault on a business landline for my elderly grandparents. They do not have any mobile phones or emails so have no other form of communication. I have phoned and spoken to a chat bot but they say they need an account holder to verify this. They have stated there is an account holder with a mobile and email address on the account under my Gran's name which she does not have. They will not tell us the number or email so we can contact who this is. We think it may be a neighbour who has reported a fault in the past but we are not certain. We have not been able to report the fault at all. I have tried to register myself on the app but it is rejecting the account billing number. I'm a bit stuck on what to do now as I have tried every option

[gg30340]

This is the BT Residential forum. If you have a problem with a BT Business line you need to post on the BT Business forum who may be able to give you relevant help.

https://business.forums.bt.com/

The reason that BT will not divulge any details related to an account is purely for security purposes to ensure that only the account holder or their authorised representative has access to it.

If you have your grandparents beside you when you call they should be able to verbally give permission to BT to allow you to speak on their behalf.