I've been helping my elderly neighbour to report a line fault (she's had no dial tone for over a week). She wears an alarm pendant in case she falls, but it's useless without a functional phone line so this situation is making her very nervous. I believe she is registered with BT as a priority customer.
After repeatedly calling them using a mobile, BT registered the fault a few days ago and she was delighted to receive a text stating that an engineer was booked to visit her this afternoon.
But no-one showed up.
So what now? She's upset and fed up with chasing them. The fault tracker still shows the fault as open and still ends with today's missed appointment. Will the BT system realise that the engineer failed to visit and automatically make another appointment? Is there anything we can do to prod BT via their MyBT website or app? Does she need to start the fault reporting process all over again?
Any advice would be appreciated as she's at the end of her tether.
