How can BT be so insensitive to the needs of my 100-year-old mother?

theguardian.com:

My 100-year-old mother has been a BT customer for more than 70 years. After a bad fall in March she was hospitalised for eight weeks. She has not been able to return home because of increased frailty and went into a care home in early May.

She is paying £128 a month for phone and broadband (which she hardly ever uses). I want to cancel the broadband but keep her landline. She is still hopeful of returning home and if she does will need to reinstate her emergency alarm service, which requires a landline.

When I called BT they told me my mother could cancel her broadband but would need to enter into an 18-month contract to keep her longstanding landline. This seems unreasonable to me given her age and vulnerability.

With the care home fees to cover, I feel I have no choice but to cancel the BT contract given the cost. However, they told me that even doing this requires 30 days’ notice. This seems cruel and insensitive given her circumstances. I would be grateful if you could investigate this matter.

DG, Leicester.

It is maddening you were shown so little sympathy by BT. Your mother is 100 and has been a customer for almost her entire life!

After we got in touch it relented and allowed your mother to keep her landline at a monthly cost of £14 without a new contract. However, it made it clear the guidance you were given was in line with company policy.

BT said: “We have now resolved this issue and can confirm that the customer is happy with the conclusion. She has now moved onto a landline-only package and this case is now closed.”

You are pleased with this outcome but think BT’s attitude towards vulnerable people is woeful. It’s hard to disagree.

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