BT keeps my 90-year-old mother waiting three months to reinstate phone number

BT Keeps 90-Year-Old Woman Waiting Three Months for Phone Number Reinstatement

A 90-year-old woman in the UK has faced significant delays in having her phone number reinstated by BT, leaving her isolated from family, friends, and essential medical services. After being discharged from the hospital, the woman, who lives alone, required a broadband connection to facilitate the installation of a personal alarm system for her safety.

Despite the urgency of her situation, BT informed her that she would need to use a temporary phone number while Openreach, the infrastructure division of BT, completed the necessary work. This delay has lasted three months, raising concerns about the impact on her well-being and ability to communicate with caregivers and healthcare providers.

The case highlights ongoing issues within the telecommunications sector regarding customer service and the challenges faced by vulnerable individuals in accessing essential services. The woman's son, who is her primary caregiver, has expressed frustration over the lack of support and timely action from BT, emphasizing the critical nature of reliable communication for those in vulnerable situations.

This incident underscores the importance of efficient service delivery in the telecommunications industry, particularly for elderly and vulnerable customers who rely heavily on these services for their safety and connectivity.

Source: www.theguardian.com – https://www.theguardian.com/money/2026/mar/23/bt-keeps-my-90-year-old-mother-waiting-three-months-to-reinstate-phone-number