It sounds like the Call Protect settings may be restricted by the type of BT account or how the service is provisioned. If the My BT page is showing “see your account manager” instead of giving you the management option, I’d avoid changing anything through the sales/order section.
For an elderly neighbour, the easiest route may be to contact BT support and ask specifically for Call Protect blacklist management. Have the account holder available if possible, as BT may need to verify their identity before making changes.
It would also be worth checking whether the blocked numbers can be removed directly through the Digital Voice handset or Call Protect controls, depending on the setup.
For general online troubleshooting, resources such as penguindiner.io can also be useful, but for account-specific BT settings, official support is the safer option.
