I am not a BT customer but I'm enquiring on behalf of my mum (who is a BT customer), as she is registered partially sighted and has a Lifeline Alarm linked to the telephone line. She has a Smart Hub.
Mum has received a letter from her borough council notifying her of the plans to upgrade her telephone service in the near future. The letter states that there are steps she must take but, as her condition prevents her from being able to use a smartphone/tablet/computer, I am enquiring whether I can do this for her.
Yesterday I used the Chat facility to speak to someone at BT to address some issues stated in the letter, but this seems to have gone down an unexpected alley perhaps because I mentioned that I am one of my mum's attorneys. The agent has provided instructions to follow so that I can manage her account in her place, but that wasn't what I was asking.
I don't necessarily want to use the LPA to manage her account, but I do want (in the terms of the letter) to ensure that her account is marked as including a Lifeline Alarm and that installation will not be considered complete until an alarm test call has been made. Also to ensure that a battery backup is made available as part of the installation.
Can BT reassure me that these issues will be taken care of when the upgrade takes place in her area?
Richard
