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Priority Home Phone Line Fault Repair for Vulnerable People

rjbashford
Newbie
Posts: 2
Registered: 30-07-2007

Priority Home Phone Line Fault Repair for Vulnerable People

Does Plus.Net  have a policy regarding repairs to customers  line faults;  on lines belonging to a severely disabled person living alone?
Recently  my friend's line had  an external line fault which took  Plus Net and BT Openreach 6 days before  attending to repair the fault.
She has severe mobility problems and relies on a pendant call system in case she falls or gets onto difficulties. She has a mobile but this is not easy to operate after a fall, if you have only got movement in one side of your body. She made Plus Net aware of her situation, but no priority was given.
In the good old days BT would have her situation  flagged on their  records and would have acted appropriately. Does Plus Net (a subsiduary of BT) not have a similar system to protect the vulnerable?
I can give details of the customer privately if required.
.
10 REPLIES
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

If you post a ticket number from her account Plusnet will be able to find the account.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

@rjbashford
I'm happy to look into this for you, if you don't have a ticket ID drop me a private message with their phone number or another means of identifying their account.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
BRABUS
Grafter
Posts: 660
Registered: 12-01-2010

Re: Priority Home Phone Line Fault Repair for Vulnerable People

Now that would be interesting to know if vunerable people get priority as my most recent referall is in this same situation of be absolutely reliant on the phone.
Look forward to hearing on this thread hopefully if this is indeed the case Smiley
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: Priority Home Phone Line Fault Repair for Vulnerable People

Hi, the criteria for a 'welfare case' is set out by BT:
Quote
The user must live ALONE
And
Have NO access to a mobile phone (this does not cover limited coverage the EU must not physically have a mobile phone)
And 1 of the following
Uses a wheelchair or has a serious mobility problems
Has a serious or progressive disability or condition
Has a severe mental health problem
Has a severely sick child
Has any other serious medical condition
Is registered under the Chronically Sick & Disabled Person Act of 1970
To free up a hospital bed where a working phone line is a condition of the patients release
When a resident is moving out of a residential care home and into a private accommodation
When a resident is moving out of sheltered accommodation and into a private accommodation
When a resident is moving out of a refuge for vulnerable people into private accommodation
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

So someone who has a mobile to use when out (e.g. someone who uses taxis to go everywhere and uses the mobile to call for a taxi when they are ready to go home) but absolutely no signal whatsoever in their home is not a priority.
Bonkers!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: Priority Home Phone Line Fault Repair for Vulnerable People

@jelv
Yup Sad
niko
Grafter
Posts: 199
Registered: 30-01-2012

Re: Priority Home Phone Line Fault Repair for Vulnerable People

thats terible
and i love the bit
The user must live ALONE
and then
Has a severely sick child
is that the child liveing on there own then ,it at the very least needs re wording and re looking at
rjbashford
Newbie
Posts: 2
Registered: 30-07-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

Mr Adam Walker .
How do I contact you privately with this customer's telephone number? Your emauil is not shown on your profile.
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Priority Home Phone Line Fault Repair for Vulnerable People

Hi rjbashford,
If you could get a ticket number from her account then we can find it that way, nobody else has access to the system to find the account that way (apart from staff) so you're safe to post that in public. Unfortunately Adam isn't in the office today so if you PM him her number it won't get looked at until tomorrow, please feel free to PM it to me if you'd rather (just click on my username over on the left, then in the menu there's an option to send PM - you can do that with any forum user Smiley )
Hope that helps.