Vulnerable Elderly Lady - Broadband fault... how to contact BT ?

[Tryingtohelpmymother]

Mum's home phone and Broadband have stopped working.  She needs her BT line to connect to a 24 hour Lifeline service for her personal safety in case of a fall / heart problems.

I'm trying to inform BT by calling them on my mobile, but keep getting pushed to the automated 0330 123 4150, and am unable to leave a message / talk to anyone.  I am simply told an OpenReach engineer is on the case, but how can they be without her telephone number / address / etc ?

This is unbelievably frustrating, and putting her at risk.  Is there anything I can do ?

[imjolly]

Is your mother registered here. https://www.bt.com/help/here-for-you

[rbz5416]

Try chat here.

[Tryingtohelpmymother]

Thank you - on it now

[Peter_W]

Good evening @Tryingtohelpmymother.

Thanks for reaching out to us here on the BT Community.

I've just sent you over a private message so we can get a few more details on this one.

Peter