Vulnerable customers

[Sweetandprickly60]

My elderly mum has been without her 'fall' alarm working, since Good Friday, as her BT landline is faulty, completely dead.  'Computer' says fault should be fixed within 7 days.  Mum is at risk without her alarm system working.  Can I register her as vulnerable to be given priority re. repair times?

[Keith_Beddoe · Accepted solution]

@Sweetandprickly60 

Welcome to this user forum for BT Retail phone and broadband customers.

See https://www.bt.com/help/here-for-you

Also https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

[Sweetandprickly60]

Much appreciated. Couldn't find it online when looking.

[Keith_Beddoe]

If you call BT and say its a care alarm, they may be able to give an earlier repair time. Normally its within three working days, but they can ask Openreach to prioritise it.

[NeilO]

Hi, @Sweetandprickly60 welcome to the community and thanks for posting, I'm sorry about the fault with your mum's landline and appreciate the need for this to be repaired urgently.  I'll send you a private message so you can get in touch with the moderation team, we can raise a welfare case to see if the repair can be prioritised with Openreach. 

If you call the helpdesk they will also be able to do this for you.

Thanks

Neil