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BT welfare/emergency needs dept


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Old 02-01-2015, 22:01
nittynattynoo
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Does anyone have a direct contact number for the above dept??

My mum is severely disabled and relies on her landline and broadband and BT have left her without service now for over a month with no end in sight of the fault being resolved... this dept has just been brought to my attention...

does anyone know anything about it and whether they are any good at helping resolve problems?
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Old 02-01-2015, 23:54
Gerry1
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Have you registered for BT's Free Priority Fault Repair Service?

While the line is faulty, BT will divert incoming calls to a mobile number free of charge if you ask them, so she should be contactable via the normal number at normal landline rates. Not ideal, but better than nothing.

In the meantime, ask for the fault to be escalated to a named senior manager.

If all else fails, get the name and number of the senior manager and the same details for your MP. Tell the BT manager that if the problem is not speedily resolved your MP will telephone the BT CEO John Petter (john.petter@bt.com).

The threat of receiving an angry call from the CEO's office concentrates the minds of minions wonderfully !
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Old 02-01-2015, 23:58
platelet
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I don't know a lot about it but maybe it's this:

http://www.bt.com/includingyou/redes...aultRepair.pdf

Last edited by platelet : 02-01-2015 at 23:59. Reason: Gerry beat me to it :-)
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Old 07-01-2015, 14:33
nittynattynoo
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Thanks for the replies, annoyingly she lives in the countryside with no mobile signal....

fault still hasn't been repaired!!!
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Old 07-01-2015, 19:25
Gerry1
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Have you tried all the networks? Remember that it's always worth dialling 999 in an emergency, even if no signal is shown, because 999 roaming means that any available signal will be used, even if it's on a different network.

If you've registered your mother as a vulnerable user, escalated the problem to a senior manager and still haven't made reasonable progress, then it sounds like it's time to call the MP !
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