BT's System Glitches Sever Elderly from Lifeline Connections
BT has been accused of leaving vulnerable elderly customers in distress after system failures within its Openreach network caused prolonged delays in reinstating original phone numbers. In one harrowing case, a 90-year-old woman was forced to wait three months to regain her landline, cutting her off from family, friends, and crucial medical appointments.
A Desperate Wait for a Lifeline
The ordeal began when the woman, living alone after being sent home from hospital to die, required broadband to install a personal alarm for safety. BT informed her that a temporary phone number would be necessary while Openreach conducted the work. However, three months later, her original number remained inactive, despite BT confirming it was showing as "active" somewhere in the Openreach system. During this period, errors such as an incorrect address on her account left her without any functioning phone at times.
The customer's daughter, acting as sole carer, expressed frustration: "We have spent most of our limited remaining time together begging BT to get this sorted out. She has hospital appointments due to be conducted by phone, and she is terrified they won't be able to contact her." Without a personal alarm, the carer has been forced to act as an emergency contact, compounding the stress of dealing with BT's customer service.
Not an Isolated Incident
This case is not unique. Another elderly couple in their 90s, who had used the same phone number for 70 years, faced similar issues when BT automatically switched their analogue line to the Digital Voice service. Their landline was cut off without warning for a week, and BT failed three times to port back their original number, citing "procedural issues" and "system time-out." It took a fourth attempt, possibly spurred by media attention, to resolve the matter, with BT offering £50 compensation and a free backup battery.
BT responded to the initial case with an apology: "We're sorry that the customer's experience fell below the high standards of service we strive to achieve. We can confirm that she now has her original number back and we deeply apologise for any inconvenience caused." A goodwill gesture was also provided, but for customers, these delays represent more than mere inconvenience—they are life-threatening disruptions.
Contrast with Exemplary Customer Service
In stark contrast to BT's failures, other companies have demonstrated outstanding customer commitment. For instance, Serengeti sunglasses honored a lifetime warranty by replacing a broken pair free of charge, while Mulberry sourced and sent a missing dust cover for a bag at no cost. Similarly, Berghaus repaired a travel bag wheel after over a decade of use, adhering to its promise of durability without charge.
These examples highlight how proactive customer service can build trust, whereas BT's systemic errors have eroded confidence, particularly among vulnerable populations reliant on landlines as lifelines.
