Poor customer service for the elderly

[SarahPatton1]

My mum's phone stopped working on Sunday. I reported it to the automated service and they reported that it was a fault that didn't require an engineer's visit and it would be repaired within 2 days. Then yesterday, there is another message saying that an engineer is required. All this done by an AI bot.
My mum (who is 84) received an email yesterday saying she needed to book an engineer visit. Her carer has been helping her to try and do this. Eventually they speak to an operator who was sarcastic to her carer and completely uninterested that she is a vulnerable customer. An engineer visit has been booked for Thursday.
I am horrified by this lack of good customer service and the fact that she will have been 4 days without her telephone. She struggles to use a mobile.
Does anyone know how to get better service, or is it time to change provider? She's been with BT for over 60 years.

[imjolly · Accepted solution]

this may help and get your mother registered

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

[Christopher_G]

Hi @SarahPatton1 

Welcome to the community.

I'm really sorry to hear of your Mum's experience with her landline. It's definitely worth registering on the link that @imjolly posted so that the account is fully updated.

I hope it's all fixed soon. Please keep us posted on what happens.

Chris