Vulnerable customer support

[cwblue13]

Thanks for everyone's comments.

To be honest, I'm going to advise her to go to a different supplier. I'd like to think I'm fairly tech savvy but have found all this baffling and I have no chance of explaining any of this to her and how she's now worse off.

She also seems to be paying a lot more than I am - we're both in London and I have Community Fibre.

In general I'm disappointed that BT haven't made more of an effort with a long-standing but vulnerable customer.

[WSH]

If you are both with Community Fibre then it is worth pointing out that this is nothing to do with BT or this forum.

BT and Openreach are completely separate companies and Openreach will have installed the upgrade on behalf of Community Fibre.

Edit:  I've just reread your post.  Sorry, I thought said you were both with Community Fibre.  Forget what I've said above.

[licquorice]

Changing suppliers will be of no help, she will be in exactly the same situation unless she moves to a non Openreach supplier.

[cwblue13]

Maybe... but the customer service of other companies might be a little more empathetic and acknowledge the impact of digital exclusion which was the original point of my post... 

[Katie_J]

Hi @cwblue13. 

Thanks so much for coming here and bringing this to our attention. 

I'd like to flag this with the relevant team so this can be looked into further. 

When you have a moment please check your community inbox. 

Speak soon, 

Katie