As someone with an elderly parent at the other end of the country who depends on their phone and iPad for outside contact / including a fall alarm a phone line fault is a major issue. The fault has been reported to BT over a week ago with no sign of any thing being done to fix said problem. Is there a way of alerting BT to register an elderly and vulnerable person on their system so when a phone line goes down it gets a faster priority engineer service. And / or what are customer rights to refunds for lack of service?
If you're managing their account for them, do you have power of attorney ? If you do then have a look at www.bt.com/poa If you don't have PoA, you could see about getting added as an account manager, It'll make it far easier to speak on their behalf as it gives you almost the same access as an account holder. How to become an account manager can be found Here