vulnerable priority account

[heatherglen]

 how do  you  get complaints about faults and non working lines  flagged up  for some priority service  when  the client is a vulnerable  person whose  BT line  is  also essential  for the emergency call button too ?  my 90 year old mothers line phone now has been  a problem  for over 2 weeks ??? very poor responses so far.?

[imjolly · Accepted solution]

Is your mother registered here https://www.bt.com/help/landline/getting-set-up/help-people-with-impairments-or-with-particular-need...

When did you report the line problem

https://www.bt.com/about/digital-impact-and-sustainability/our-approach/our-policies-and-report/bt-v...

[licquorice]

Is she registered as a priority customer https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

In the meantime I will flag the problem to the mods, they will post on this thread in the morning.

[heatherglen]

great thx

[heatherglen]

thanks  she  isnt registered  on that list as she doesnt meet the requirements , as  shes elderly and frail  but not registered disabled  and doesnt  need assistance to  leave  home  under normal  circumstances  just 89 years olds and  bit  wobbly  on legs -liable to  fall.! but lives ina quite remote area alone with  no nearby neighbours  and no mobile  signal in the dales so  land  line phone  is essential .

[NeilO]

Hi @heatherglen, I'm sorry it's taking longer than expected to resolve the problem with your mother's line. I'll send you a private message so you can get in touch with her details and we'll be happy to help.

Thanks

Neil