no phone or internet

[#1]

Im writing on behalf of my mum who swapped over to you on the 17th march, she has been in contact with you as she has no internet or phone and you told her it will be repaired within 11 days. As of today she still has nothing and no message saying when it will be repaired, yes we are fully understanding the corona virus and except it will take time but surely a message telling her should have been sent.She is 80 years old and recently had a new knee replacement so is vulnerable and needs her house phone.

[#2]

Thanks for your post @doreen39 and apologies for the delayed response. I'm really sorry to see how the fault with their line has been handled and for the length of time they've been without a phone or broadband service.

I've now raised a fault with Openreach and arranged an engineer to investigate further. I'm going to call her back soon to pass this information on. If there's a good contact number, could you send me a private message Here with it?