When did getting help from BT get so difficult?

[CanardNoir]

I’m trying to call someone's land line but the is not connecting. It’s an elderly lady and I’m very worried.

On the rare occasions this happened in the past you called 100 and asked the operator to check the line.

That is impossible now.

I've tried using text service but am told there is a wait of over an hour. On the web page it says:-

• If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 minutes to help solve your issue.

I've tried the web chat but got sent round in circles by some deranged bot.

What do you have to do nowadays to get help from BT?

[Kimberlin]

BT are no different to many large corporations, they appear to have made it their business to deter as much as possible customers contacting them, hence why it’s almost impossible to even email companies these days. Unless of course you’re out to buy something and then you’ve got their full attention and they’ll happily chat on the phone all day long.

To be honest, if you’ve got a postal address for your elderly friend, it’d probably be quicker to send them a letter, as long as you don’t mind forking out £2 for a stamp.

[CanardNoir]

I understand the irony in your reply.

She's very elderly and phoned me yesterday sounding very frail. I said I'll call today but now I can't.

[gg30340]

If you are concerned about her welfare you would be better to call her local Police and explain what has happened and ask them if they could do a welfare check to ensure she has not collapsed or taken unwell.

[CanardNoir · Accepted solution]

That's a good idea I'll save it for the next panic!

It turns out her land line is not supplied by BT so they can do nothing. There is no way of finding who does provide it. There's no central list.

The Guide I got through to was very empathic and tried all kinds of things but there was no way he could help.

I redialled her several time and discovered that I was now getting told the number didn't exist. A few more attempts and I got though. We were able to talk for a few minutes so I know she's alright and then the call dropped. Dialling it again says it doesn't exist.

Now I'm calmer I'll call her again tomorrow.