Vulnerable Elderly Parents - no landline for 6 weeks

[Vickyt74]

Hi there … I’m hoping someone can advise me please. 

Following the purchase of a new mobile phone, my parents home landline has not been working for the last 6 weeks.

My parents are both elderly with significant health issues - and their fall alarms are linked to the home landline. 

I live outside the uk, but my brother stays close to my parents and he has been calling BT about this issue. 

over the last 6 weeks, there have been approximately 15 calls to BT - kept on hold for a long time during each call. They have promised the issue would be resolved within a few days about 6 times - yet still the landline isn’t working.  My brother has made more than one complaint, but BT closed the complaints without resolving the fault.

My dad has a new mobile, but neither he nor my mum can use it.I am extremely concerned for my parents safety - as they really need a working landline.

Please  can anyone advise the best way to resolve this quickly for my parents? 

Thanks in advance. 

[Keith_Beddoe]

I have asked a moderator to provide assistance, they may post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Meanwhile, if your parents have broadband, did they recently make any changes, or renewed their contract, as that can cause issues, as its no longer possible to provide conventional phone lines that work on the old telephone network, and they may have been moved over to BT Digital Voice?

It would be helpful if your brother registers on this BT forum.

[PaddyB]

Hi @Vickyt74,

Thank you for posting. I'm sorry if your parents have been left without telephone service. Please send me their details and I'll take a look at what is happening with their account. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[Vickyt74]

Thanks for your reply Paddy. 

I’ll send you my parents details on a private message. 

I checked my mailbox (envelope icon), but haven’t received the message from you re how to contact the team? 

Please do message me when you can - I’m very concerned for my parents safety. 

Many thanks.

[JohnC2]

Hi @Vickyt74, I can see that you've found the message from Paddy and replied now. One of the team will be in touch to help you with this.

Cheers

John