Appalling Bullying Behaviour

[45SM]

I am elderly and have a telecare alarm - BT know that I am vulnerable and that I have a telecare alarm - I live alone. Yesterday I received an email from BT 'PLEASE CALL US. Without action you'll lose your broadband services.'

BT state that they have tried to reach me several times through emails, letters and phone calls about  updating my services for digital switchover before January 2027 deadline, but that they have not yet received a response. This is untrue. I spoke with them and had email correspondence with them in February/March 2026 and I responded to everything that they sent me. Up until email of yesterday, I had heard nothing from them since March 2026. This morning I received a letter stating what yesterday's email had said. The letter and email said that since I had not responded my broadband service will temporarily stop within the next 5 days for 7 days. 

Not only did I previously respond to everything that they sent, but it was agreed that I would be contacted again in the autumn of 2026, so why lie about it?. I telephoned BT yesterday twice, telling them that my telecare alarm works through my broadband/Wifi and I got no-where except to be further upset. I asked that a manager call me (yesterday) but nothing! Today I called again - each time stating that if my broadband were to be cut off this could, potentially, put my life and my safety at risk as my telecare alarm would not work. Then after my phone call today, a manager did call - I understand from this and previous that BT upgrade is more important than my safety and my life. Someone from BT Exec office is going to call me on Monday between 10-00 and 11-00am. Meanwhile they are terrifying vulnerable people with their language (cutting off broadband etc) and tell me that Ofcom have agreed to this language. I find it both difficult and sad that BT (and according to B T) Ofcom have so little regard for the safety of vulnerable and elderly customers. I have emailed BT CEO direct, but no reply. I have reported the email of yesterday to the police (who were very sympathetic) and updated the police today re the letter. This is threatening behaviour condoned by the leaders of both BT and (according to BT) of Ofcom.

[imjolly]

I moved your post to start your own thread so any replies will be about your problem and not getting confused with originator the the previous thread

Have you contacted the makers of your Telecare alarm letting the know you are getting changed to digital voice so they can ensure system updated

[45SM]

it did seem that the thread where I posted had several similar episodes  and quite recently, which is why I posted there so that those who had posted might throw some light on this atrocious saga - and 'yes' my telecare alarm people are aware of the digital switchover and state that my alarm is OK for digital - 

[imjolly]

Hopefully ELC will contact you on Monday and sort out your problem and get you connected

[45SM]

I doubt it as none of them care - and it would have been more helpful to have stayed in the main thread on bullying behaviour - I have now lost my faith in BT community as, if I am removed from a thread, what is the use of posting?

[garybs29]

As long as they update records & stop the suspension you'll have nothing to worry about. Quite why that needs an exec complaint callback i don't know, almost as if full story hasn't been posred

[Midsummer100]

Hello 45SM

I'm sorry to hear that you are going through what we have been through.

It is bullying and it is threatening and is completely out of order.

After my post on here about my dad, we were contacted by the executive team at BT. I have previous experience of them in 2016 for an entirely different problem, and I know they have the power to cut through everything and resolve the issues.

I am awaiting the engineer appointment that will resolve the problem but ultimately the executive office were very helpful. The chap said he makes 3 or 4 calls a day to people like us who are elderly or have elderly relatives and who are on the receiving end of these awful emails.

Like you were had responded to everything and complied with all the demands but through no fault of our own our case had stalled.

As I say, the executive office did contact us, and have to all intents and purposes resolved it, but I can't claim it's solved until the engineer has been for the appointment.

I have realised it's useless speaking to managers and raising complaints as it's entirely dependent upon which call centre you get through to, how well trained they are and all it does is upset me and put my blood pressure up.

In 2016 we went to BT HQ and sat in reception until someone from the executive office came to see us to hear our complaint. I don't know if that facility still exists, and hopefully I won't have to find out.

Please try not to worry and trust that someone who does care will call you on Monday. Easy to say I know. Good luck. 

[45SM]

thank you - but I have had other dealings with Exec office - because I would not give in, I was reported to the police! - the police found BT's case without merit - we are up against bullies who seem to have their own careers at interest rather than a very frightened elderly and vulnerable 'customer' concerns. Because I have no mobile phone signal where I live, I am unable to change from BT - no-one will take you on except with mobile phone - and BT have done nothing to improve mobile phone reception. I have had too many problems with BT to ever trust them. Have you noted what the 'compensation' (to us mortals = remuneration package) the BT CEO takes? Year to 31 March 2026 £5.58milion - why should she (and they) care?

[45SM]

I have posted the entire and full story - so sorry that you appear not to either believe me or to understand and I hope that this is not the case

[45SM]

2nd reply - have you ever been bullied in this fashion? have you ever been frightened for your safety?