A BT phone upgrade has left a household unable to receive calls for months, with the line described as "vital" for an elderly relative's care. The issue emerged after BT switched the analogue service to Digital Voice, preventing incoming calls for more than two months.
Impact on Elderly Care
The elderly aunt, who lives alone, relies on a rota of relatives to check on her and arrange medical appointments. The phone line is essential for keeping her independent, but she has missed social meet-ups and not seen friends for weeks due to the problem.
BT's Response and Resolution
After 20 calls to BT failed to resolve the issue, a letter to the Guardian's consumer affairs section prompted action. BT sent a technician who fixed a botched installation and agreed to pay £10.34 per day in compensation.
Digital Voice is BT's digital voice service, also known as VoIP. It connects phones via a router instead of a traditional line. BT states that 99% of current phones are compatible, but older models may need replacement.
Additional Support
BT emphasises that the landline is a lifeline for many, especially those with additional needs. They offer battery back-up units and free additional support for customers with health pendants or no mobile signal, and work with power companies to restore power quickly.
