Told we have a Telecare marker on account

[Colin_London]

@JohnD416  Cannot be the case for my parents - they have had the number 45 years continuously from before telecare existed!

And even if it had, whoever had it previously would have passed on decades ago.

[JohnD416]

@Colin_London Okay, I appreciate that your parents line is not as per my experience.  However, I still think you need to escalate to BT and get someone to own the prompt investigation and resolution.  BT have a mature escalation process which has worked when I have had to engage with it.

Good Luck!