topic Getting updates on a fault in Home Phone

Getting updates on a fault

Carl1976 — Fri, 16 Sep 2022 18:40:19 GMT

Hello

I reported a fault on behalf of my mother (ref TR0000015132157) as her landline and broadband are both down, and got a text to say it would be looked at within 1 to 4 working days. I can't see anywhere on the website how to get an update on the status of the fault - is that something I can do here? Mum's elderly and relies on the phone a lot (and the internet, now) so would be great to know how quickly this is likely to be fixed.

Thank you

Re: Getting updates on a fault

Gandalf — Sun, 18 Sep 2022 16:04:19 GMT

Hi there,

I'm really sorry to see your mum's service has been down for a while. I've had a look at the fault and I can see our suppliers have identified a problem affecting quite a few lines in her area, which they're working to resolve.

Just so I can see if there's anything I can do to speed the repair up for her, would I be able to ask if she have a care line pendant or any medical conditions? Feel free to private message me if you prefer (You'll just need to post back twice first though before you'll be able to have the right level of permission to send a private message).

Also it may be worth filling out what we call an additional support form Here as this will help make sure we're tailoring the service we offer to her needs, if there's anything we can do to help, we will do.

Re: Getting updates on a fault

Carl1976 — Mon, 19 Sep 2022 10:57:51 GMT

Hello

Thanks so much for the quick reply. Will just reply again here and drop you a PM.

Best wishes

Carl

Re: Getting updates on a fault

Carl1976 — Mon, 19 Sep 2022 10:58:16 GMT

Posting again so I can PM