BT Faces Backlash Over Three-Month Phone Number Delay for 90-Year-Old Woman
Telecommunications giant BT has come under severe criticism after a 90-year-old state pensioner was left waiting three months to have her original phone number reinstated. The elderly woman, who lives alone, was cut off from essential contacts, including family, friends, and medical professionals, due to the prolonged delay.
Critical Communication Breakdown
According to a letter published in the Guardian newspaper's consumer affairs section, the woman's relative detailed the distressing situation. The pensioner was discharged from hospital at the end of last year with a terminal prognosis, making reliable communication vital. Her sole carer emphasized the urgency of installing broadband to fit a personal alarm for safety.
BT initially provided a temporary phone number while Openreach, its infrastructure division, conducted necessary work. However, three months later, the original number had not been restored, leaving the woman isolated. The relative reported that BT had incorrect address details on her account at one point, resulting in a period with no functioning phone at all.
System Errors and Inefficiencies
The relative explained that the original number was shown as "active" within Openreach's systems, but staff seemed unable to mark it "inactive" for transfer back to the customer. This bureaucratic hurdle consumed precious time, with the carer stating, "We have spent most of our limited remaining time together begging BT to get this sorted out."
The woman faced additional stress due to upcoming hospital appointments scheduled via phone, fearing missed connections. Without a personal alarm installed, her carer was forced to act as an emergency contact, adding to the emotional strain.
BT's Response and Apology
Following the letter's publication, BT issued a statement acknowledging the service failure. A spokesperson said, "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."
BT attributed the delay to a "system error" when questioned by the national newspaper. This incident highlights ongoing concerns about telecom providers' handling of vulnerable customers, particularly the elderly, who rely heavily on stable communication for health and safety.
The case underscores the need for improved customer service protocols in the telecommunications industry, especially for those in critical situations. It serves as a reminder for companies to prioritize swift resolutions when technical issues impact essential services.
