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Mcg68
Beginner
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Message 1 of 9

Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe copd.

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How am I supposed to access urgent help as phone line fault confirmed, meaning my father's life line care call won't work. He is 84 has severe copd, has had 4 strokes, and has late stage vascular dementia. Have been told have to fill in forms and get copy of power attorney before they can mark him as vulnerable person and get priority fix. I find this system inhumane. 

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8 REPLIES 8
garybs29
Recognised Expert
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Message 2 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Full info on the link below, a process has to be followed to prevent mis-use though

https://www.bt.com/help/landline/getting-set-up/help-people-with-impairments-or-with-particular-need...

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imjolly
Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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@Mcg68 

I have asked forum mods who are BT Employees to see if they can help you. They will post here

can you confirm your father is a BT Retail customer



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Mcg68
Beginner
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Message 4 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Yes definitely bt  retail

customer, I can provide his account details. 

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Mcg68
Beginner
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Message 5 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Care call who provide his lifeline were willing to confirm his vulnerability, also his carers and GP, but this has all got to be done by letter. What happens in meantime, he has already lay 12hrs previously overnight  on floor with broken hip when system failed before. He has emergency priority with gas, electricity and water they have all been excellent. Bt on other hand have been no help at all, I appreciate not everyone is genuine but the system in place is not fit for purpose. The fact they won't liaise with medical professionals or local council providing lifeline to confirm his eligibility is shocking. 

Spoiler



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Firefox1701
Contributor
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Message 6 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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It is shocking;   deplorable,  in fact.    However,  although it is admittedly rare that I come out in defence of BT,  I can tell you that from my experience you'll find the other providers much the same.

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StuartH
Moderator
Moderator
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Message 7 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Hi @Mcg68 

Welcome to the community.  Sorry, you've had to post under these circumstances.

I can help get your father's line looked at and fixed for you. I have sent you a private message asking for some more details.

Thanks

Stuart

Devon_Dave
Distinguished Guru
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Message 8 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Your CP can raise this as an emergency welfare case. This will be passed across to openreach who will action the repair ASAP. 

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Mcg68
Beginner
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Message 9 of 9

Re: Vulnerable person line fault, so lifeline doesn't work he is 84,had 4 strokes, dementia,severe c

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Thank you for your reply regarding my father. The fault has now been resolved and they have placed him on priority fix for vulnerable people. 

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