A crucial line was cut when BT switched the phone to Digital Voice. An elderly aunt, living alone, has been unable to receive incoming calls for more than two months after BT migrated her analogue service to Digital Voice. Her care is managed by a rota of relatives who check on her and coordinate medical appointments and in-home assistance.
The family is striving to help her maintain independent living, and a working phone line is essential for her safety and social connections. She has missed regular social gatherings because no one could reach her, resulting in weeks without seeing friends. Despite more than 20 calls to BT, the company has been unable to resolve the problem.
The Problem Unfolds
The issue began when it was noticed that the aunt was paying £97.50 per month for her phone line. When a relative requested a cheaper tariff, BT insisted on switching her to the Digital Voice internet-based service and arrived unannounced to install it. Subsequently, BT repeatedly warned that her new line would be disconnected.
Resolution After Intervention
BT dispatched a technician only after the media questioned its lack of urgency. A botched installation of the digital service was discovered and later corrected. Telecom customers are entitled to £10.34 compensation per day if a line is not fixed within two working days of a complaint. BT, when prompted, agreed to pay this compensation along with an additional goodwill sum.
