BT's Three-Month Delay in Restoring 90-Year-Old Customer's Phone Number Sparks Frustration

AI Summary

A 90-year-old woman's phone number was not restored for three months after BT told her she needed a temporary number while Openreach carried out broadband work, causing distress and disruption to her daily life.

A 90-year-old woman was left without her original phone number for three months after BT told her she needed a temporary number while Openreach carried out broadband work. This caused significant distress and disruption to her daily life, as she relies on her phone to stay in touch with family, friends, and medical professionals.

The issue began when the woman was sent home from hospital to die at the end of last year and needed broadband installed so a personal alarm could be fitted. BT provided a temporary phone number, but failed to restore her original number, which is crucial for her hospital appointments and communication with her GP.

Despite numerous attempts to resolve the issue, BT was unable to restore her original number for three months, citing "system errors" and "procedural issues". The woman's family had to spend a significant amount of time trying to resolve the issue, which added to their stress and frustration.

BT eventually restored the woman's original number and apologized for the inconvenience caused. The company also offered a goodwill gesture to compensate for the distress caused. This incident highlights the importance of reliable customer service, particularly for vulnerable individuals who rely on their phone for essential communication.