Essential Phone Line Disrupted After BT Upgrade
My elderly aunt, who lives alone, has been unable to receive incoming calls for more than two months following a switch from her analogue service to BT's Digital Voice.
Her care is managed by a rota of relatives who regularly check on her and coordinate medical appointments and in-home assistance.
We are striving to maintain her independence, making it crucial that she remains reachable by phone.
Due to the issue, she has missed her regular social gatherings as no one could get through, resulting in her not seeing friends for several weeks.
Despite making over 20 calls to BT, the problem remains unresolved.
Background of the Issue
The situation began when it was noticed that my aunt was paying £97.50 monthly for her phone line. When I requested a move to a cheaper tariff, BT insisted on switching her to the Digital Voice internet-based service and installed it without prior notice.
Following the installation, BT repeatedly warned that her new line was about to be disconnected.
After I raised concerns about BT's handling, a technician was dispatched promptly.
It was discovered that the installation of the new digital service was botched but was later corrected.
Compensation and Customer Rights
Telecoms customers are entitled to £10.34 compensation per day if a line is not repaired within two working days of a complaint. When prompted, BT agreed to pay this amount and also provided an additional goodwill payment.
Contact Information
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