Help with elderly relative's landline

[jmarsden]

I have an elderly relative who says his landline has been disconnected. I'm not sure if this is due to him being late paying his bill. When I call the number it still rings and then eventually it connects with the 1471 answer service. How can I find out what has happened and get him re-connected?

[imjolly]

you can try message now on billing but you may find problems getting information unless you are account manager (not holder) or you have POA

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Christopher_G]

Hi @jmarsden 

I appreciate you trying to help your relative out with this. Are they in a position to be able to call our Customer Support team? Alternatively, if you're near them and can pop in, once they pass security they can authorise for you to speak with our support guides on that call.

Chris

[jmarsden]

thank you

[Chris__S]

You're welcome @jmarsden Let us know how you get on.

Chris S

[jmarsden]

Actually, I've established that my relative hasn't been cut off. His line is still connected but the system needs resetting, which involves my relative being guided through plugging and unplugging various cables. This may be quite challenging for him as he is in poor health at the moment. Apparently BT won't arrange for someone to visit the home as it is not considered a fault as such.

[licquorice]

I suspect he has been moved to Digital Voice, if so, it is simply a case of unplugging the phone from the wall socket and plugging it into the green socket at the rear of the hub instead.

[jmarsden]

thanks - that's very useful. However, I wonder if it is necessary for him to have digital voice or if this can be rolled back.

[imjolly]

from other posts once moved to DV there is no way back to previous phone setup

is your relative registered here

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

[Peter_W]

Good morning @jmarsden.

Welcome to the BT Community!

There's definitely a chance they've been moved to Digital Voice like @licquorice mentioned, as the analogue phone network is being gradually phased out. 

Once this change takes place it's not normally reversible, but the setup is very straightforward like he highlighted above. 

We appreciate different customers have different needs though, so do you know if your relative has registered their additional needs?
That way in the instance they contact us, we can take these into account and tailor the support available around them.

Peter