Vulnerable customer

[FredWP]

I support a 90 year old who has a fault on his analogue phone line.  I received this text yesterday and reply But there is no response 

 

[Christopher_G]

Hi @FredWP 

Welcome to the community.

Do you know if the user's account is registered as a vulnerable user? Hopefully the service is back up and running soon, but it may be worth speaking with our Technical Support team to see if they can offer any more advice.

Chris

[imjolly]

is the person registered here   https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf