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Beaselwood
Aspiring Contributor
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Message 1 of 7

Fibre upgrade, installation help for very elderly person

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Hello.  I can't understand why BT have chosen this awful time to force fibre upgrades on people, when vulnerable people don't have access to the help they need.  My Mum is 96 years old, and is completely unable to install the new hub that has been sent to her, let alone reset networks and passwords on her internet radio.  She is totally stressed at trying to contact BT to arrange an engineer.  I live in New Zealand, can't find any way of contacting BT, and now desperately trying to get a flight back to the UK before the deadline of 16 July just so that I can sort this out for her.  It's ridiculous!

Mum shouldn't be having to deal with this at 96 years old!  Can anyone help with suggesting a way to contact BT please, before my head explodes!

Many thanks for any advice.

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6 REPLIES 6
CJT80
Recognised Expert
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Message 2 of 7

Re: Fibre upgrade, installation help for very elderly person

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@Beaselwood 

Are you an authorised contact on the account?

If not I don't know how far BT will go with speaking to you.

Try Broadband Account Chat 

Kind Regards
CJT80
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NeilO
Moderator
Moderator
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Message 3 of 7

Re: Fibre upgrade, installation help for very elderly person

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Hi @Beaselwood, welcome to the community and thanks for posting, we've been upgrading customers who are on our old copper broadband to fibre in order to future proof the network. I appreciate installing and connecting up a new Hub is going to be difficult in your mother's case but don't worry we'll be able to help. I'll send you a private message in a moment so you can send us your Mums details and we'll be happy to get in touch with her. 

Beaselwood
Aspiring Contributor
752 Views
Message 4 of 7

Re: Fibre upgrade, installation help for very elderly person

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I'm pretty certain I am authorised, because every year I try to renegotiate a better broadband deal for her.  She only uses it for her internet radio and the very occasional email, nothing else, for which she is charged an extortionate monthly rate.

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Beaselwood
Aspiring Contributor
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Message 5 of 7

Re: Fibre upgrade, installation help for very elderly person

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Thanks so much Neil - I have private messaged you.  Fingers and toes crossed!

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Beaselwood
Aspiring Contributor
744 Views
Message 6 of 7

Re: Fibre upgrade, installation help for very elderly person

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Update update!  Neil and everyone, I have just this minute had a message via my brother that BT has arranged to delay Mum's upgrade for 3 months!  This is fantastic news.  So thank you all for your help and input, but it seems the panic is now over until I can be there.

Thank you again everyone.

NeilO
Moderator
Moderator
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Message 7 of 7

Re: Fibre upgrade, installation help for very elderly person

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@Beaselwood, Great thanks for the update, I'm glad it's been sorted.