My mother is 82 and on pension credit, so in 2021 I helped her sign up to BT’s low-cost Home Essentials service, which includes broadband and calls for £15 a month.
In August she tried to renew the contract but something went wrong. On 7 September her line went dead, and she is still without a service.
To continue on the Essentials deal, BT wanted to check her financial eligibility. Nothing had changed but an error either by BT or the Department for Work and Pensions resulted in her monthly payments increasing to £20.
When I queried this rise the problems started, and BT insisted she move to its broadband-based Digital Voice service.
It has now been a month since she had a working landline. Can you do anything as a vulnerable woman has been left without a phone?
TO, Buckinghamshire
We have received several letters about BT as customers move on to the Digital Voice phone service before the 2025 copper switch-off.
The mass rollout was paused in March after BT underestimated the disruption it would cause but new sign-ups and customers renewing or upgrading contracts can still get it if they want.
Your mother’s account was incorrectly moved to Digital Voice and when the error was discovered it was the attempt to cancel it that led to her loss of service.
BT says it is “very sorry. We didn’t meet the high service standards we strive to provide all of our customers. A BT home tech expert visited her to make sure her service is back up and running and we’ve provided compensation for the temporary loss of service.”
Your mother has received £175 in compensation as well as a bunch of flowers. You are glad she is at the other end of the phone once again but describe your dealings with BT as a “complete mess” from start to finish.
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