Vulnerable user

[MARMITE25]

My elderly and vulnerable friend has had a fault on her landline since Friday.  She has vision and mobility problems and is very dependent on her phone for contact and transport.  She is not registered as a vulnerable user (we will deal with that), but how do I get this fault prioritised?  I have tried various ways of getting to speak to a human being at BT, but just keep going round the Bot route which says "the fault has been passed to an Openreach engineer" then hangs up.

[imjolly]

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

[Peter_W]

Hi @MARMITE25.

Welcome to the BT Community!

I'm keen to take a closer look into this with you, so I've just popped you over a private message.

Peter

[MARMITE25]

Thanks, we will get this sorted, but she has the fault now and isn't yet registered

[imjolly]

@MARMITE25 

you need to reply to message from @Peter_W who is BT employee and will try and help you

[MARMITE25]

Yes, we are corresponding privately, thankyou

[Keepontop_11]

Thank you
I will bare this in mind
Regards
Christine