I’m determined to assist my 80-year-old dad, JF, and his companion who’ve been left and not using a landline for greater than two months by BT.
This is particularly troublesome as my dad has kin in Canada that he normally telephones each weekend, and his companion is Japanese. Both want a landline to name their households in order to not really feel remoted.
Despite quite a few guarantees, greater than 10 hours of telephone calls to the corporate, booked and missed appointments, and two complaints being raised, nothing has occurred.
Six months in the past my dad and his companion moved nearer to me so I might assist them extra. They had not moved in practically 40 years and located the method traumatic. Now to be left with no means of phoning household is including to this.
I simply wish to know what I must do to get my dad a landline. BT has taken his cash and made a number of guarantees. I’ve defined quite a few occasions about his age and that he’s susceptible, however nobody is listening.
HF, Wokingham
BT makes semi-regular appearances on this column owing to its generally shoddy therapy of landline prospects. But even with the bar set low, the corporate surpassed itself in its dealings together with your father, because the longer account you despatched me particulars a comedy of errors together with two engineer no-shows and a £53 invoice for a router that stated: “Sorry to see you go.” When you tried to log a grievance on its web site, it didn’t recognise the account quantity on the invoice!
I requested BT to type this out, and I’m happy to report that your dad can now make calls once more. Apparently there have been a number of failed orders in his title that ought to have led to it being escalated. BT informed me: “We’re very sorry that JF’s experience fell below the high standards we always strive to provide to our customers. JF has accepted our offer of goodwill and his complaint has been resolved.”
Your father is grateful for the £400 compensation, however you stay involved about the best way he was handled and that it might occur to different susceptible folks, as none of BT’s safeguards or grievance escalation routes appeared to work.
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