How am I supposed to access urgent help as phone line fault confirmed, meaning my father's life line care call won't work. He is 84 has severe copd, has had 4 strokes, and has late stage vascular dementia. Have been told have to fill in forms and get copy of power attorney before they can mark him as vulnerable person and get priority fix. I find this system inhumane.
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I have asked forum mods who are BT Employees to see if they can help you. They will post here
can you confirm your father is a BT Retail customer
Yes definitely bt retail
customer, I can provide his account details.
Care call who provide his lifeline were willing to confirm his vulnerability, also his carers and GP, but this has all got to be done by letter. What happens in meantime, he has already lay 12hrs previously overnight on floor with broken hip when system failed before. He has emergency priority with gas, electricity and water they have all been excellent. Bt on other hand have been no help at all, I appreciate not everyone is genuine but the system in place is not fit for purpose. The fact they won't liaise with medical professionals or local council providing lifeline to confirm his eligibility is shocking.
It is shocking; deplorable, in fact. However, although it is admittedly rare that I come out in defence of BT, I can tell you that from my experience you'll find the other providers much the same.
Welcome to the community. Sorry, you've had to post under these circumstances.
I can help get your father's line looked at and fixed for you. I have sent you a private message asking for some more details.
Your CP can raise this as an emergency welfare case. This will be passed across to openreach who will action the repair ASAP.
Thank you for your reply regarding my father. The fault has now been resolved and they have placed him on priority fix for vulnerable people.