BT's Emergency Welfare response to an elderly disa...

Am really upset that nothing has happened yet, here is the time line of events and I'm still waiting.
6th December 2013 – A neighbour phones BT for my elderly disabled mother as her phone is out of order. I am not sure if the neighbour explains that my mother is 85 years old, has an artificial hip, is waiting a replacement knee operation and walks with a stick. She lives in a flat and has 49 steps to walk to reach ground level and she lives alone. The neighbour could not make an appointment for my mother without her to confirm a date and time. She was told to do the pre-visit checks which my mother then had to ask another neighbour to help her with. It appeared to be a fault on the line.
13th December – My husband reports the fault on the line. BT now has a mobile number to call (my mother does not have a mobile phone). My father, the bill payer also reports the fault, and gives a mobile number and was told to expect a call on the 17thDecember.
17th December – My mother stayed in waiting for BT. My father missed the call on his mobile. Only one attempt (he is 84 years old) and a text that followed saying use BT online, he is not familiar with technology and for that I am more cross with him than with BT. He gets in touch with BT and rearranges a call for the 19th December.
19th December – My mother stayed in all day, nothing. My father had no contact either. I decided to take over. I only have some prior information. I raised the fault with BT and was informed that the BT engineers have been to fix the fault external to the property but was unable to finish as night and bad light prevented it. I requested if they needed to contact me to do so on my landline and this was agreed.
24rd December – My mother’s fault has not been repaired so I phoned BT. I was miffed an automated message says “You are not a BT customer please contact your supplier” So I tried a few times. Of course I can insist that I am a customer but I’m talking to a machine. So my husband decided to try the online chat. Apparently they could not gain entry to the property on 18th December. The aim now was to fix it by the 30th December and will raise a priority welfare case and they will be in touch with us on our landline. We also gave dates that my mother would be away over the Christmas period for 5 days.
31st December – We have had no call and my mother was in all day and there is still a fault.
2nd January 2014 – I felt I had been patient, understanding it was holiday time, the storms and issues with communication. My husband, at home, raised an online chat again explaining the issues. The agent disconnected before the end of the chat. I phoned to report the fault and decide to step up a gear. I was at the property where the fault was and I explained this to the agent so if anyone needed access to the property I was there. I waited while the agent read the history. They do this for 2 minutes every time you call or are online. The agent appears to want to raise it as a new fault as it was in the first instances. In the meantime my husband gets a text to say they will aim to fix the fault by 8th January. I requested to speak to his supervisor as I explain we have done this part 3 times already and it would be best to escalate the issue. I asked to speak to a supervisor 7-8 times and his replies were “the supervisor will not be able to do any more than what I am doing for you now”, “please don’t speak to my supervisor”, “my supervisor is busy” I told him I was happy to wait for the supervisor to be free. When I asked him if he is refusing me to speak to a supervisor he said “I cannot answer that ma’m”. After begging and pleading with him he arranged a call back between 12 and 2pm. I get the call from a supervisor she introduces herself as that. After some discussion about my mother’s age etc she suggests the Emergency Welfare team which my mother fits the criteria. “You will have a response in 30 hours” it is now 1.30pm it would take us to 7.30pm on a Friday night.
3rd January – No call and there is still a fault at 7.45pm. I phone BT to say I’ve had no response. We will call you in 4 hours. Crazy, it was going to take me to midnight so he agreed they would call in 2 hours. They don’t call so I call them and requested I speak to a supervisor. I get a call back by a supervisor at 10.30pm. I always ask them to phone on my landline they don’t. I am assured of a call by 12pm tomorrow.
4th January – get a text at 8am to inform me I will get a call between 12 and 2pm (pushing the goal posts again) I get a call to say the engineer will go and check the fault today and that they may not have to have access to the property as they will check external to the property. They did this on the 19th December. By 7.30pm I checked if my mother’s phone was working. No it isn’t.
5th January – get a text at 8am to inform me I will get a call between 12 and 2pm. Emergency welfare has clocked up 67 hours. Why they can’t just knock on her door I’ll never know. She lives in London and I bet BT engineers are passing the very busy road where she lives every few hours. Sometimes technology is a hindrance and the old ways are best.
Solved!
Go to Solution.

Hi Etteloc,
Welcome to the community and thanks for posting!
I'm sorry that your Mum's telephone service has developed a fault and also for the length of time this has taken to sort out. I completely understand the circumstances and how vital it is for her to have a working telephone service.
No need to worry as I can get things sorted from here. Click on my username and under the section "about me" you'll see the link to get in touch with us. Please include the link to this thread when you complete the form.
Once completed, post back with something along the lines of "details sent" (without pasting the reference number) and I'll arrange for it to be picked up as soon as possible.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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HP Receives Two Awards in May!

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HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at http://www.hp.com.
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Hi,
You can try a simple reset on the printer
remove power cord from the rear of the printer (unit is on), press cancel button and plug back the power cable and keep holding the cancel button. Leave the cancel button when the LEDs does not longer blinking/flash.
also you can reinstall the drivers if the reset doesnt help.
Although I am an HP employee, I am speaking for myself and not for HP.
*Say thanks by clicking the "Kudos! Star" which is on the left*
Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.

Eprint authorized users not saved in eprintcenter

It seems that I have entered several authorized email addresses in the eprint center for eprinting but they seem to disappear when I log out and log back in. I have tried three times to get them saved with no luck. What gives? Anyone else having this prob? Just bought a Deskjet 3522 and it is working great... except for the disappearing email address thing.

"1. Sign into ePrint Center
2. Click on the allowed senders list and add user as normal.
3. Click the save icon after adding address- do not sign out of ePrint Center.
4. Then send an email to the printer from that sender that you just added.
5. After that email has been received by the printer sign out and then back into ePrint center and check allowed sender list."
You're kidding, right? If that's your solution you should have just said "1. Have each person at each email address send something to the printer. 2. Log in to eprint center and click ok on the box that wants to add those names and email addresses. 3. Done" For a multi-billion dollar company, this is really a welfare response. Here's a suggestion, just fix the your website so it works correctly and I can then add and save email addresses for authorized users like I'm supposed to be able to do. You are capable of doing that, yes?

Why is my machine sending / receiving a lot of data to the Internet?

Hi All,
After a few hours of running, my machine starts receiving and sending data from and to the Internet at about 275kbps each way (the maximum speed that my Internet connection supports). Here is what I saw:
http://sprunge.us/STOT
Does anybody know what is happening on my machine? I'm really worried because the machines with ip addr of 111.*.*.* are from China and Taipei.
Please use a pastebin for HUGE dumps like this
Last edited by jasonwryan (2012-12-09 20:52:13)

Leonid.I wrote:@cfr:
What do you expect a firewall to do? You do realize that for a simple ssh and web server facing the internat you don't need a firewall, if there are no specific access requirements to the services, right? Besides, the box is NATed and the router provides a firewall.
Indeed. The fact that the box is behind a router emerged in response to my question/comment about the firewall. I never said that the router did not provide this. (Although routers do vary and anything being forwarded to the box is obviously not firewalled. Depending on the router, you might or might not be able to make the controls there as fine-grained as you could using iptables. (With the router I've got, you have very little fine-grained control so it would certainly make sense to run iptables if you wanted more control.)
I completely agree that blocking particular ips is pointless.
@hunterthomson:
Great lesson from microsoft: if it doesn't work -- reinstall, it's all because of an angry virus. Before assuming that apache/samba is hacked, perhaps it is wise to learn about configs first...
As far as I can tell, nobody has suggested that a virus is involved. The suggestion is that a rootkit is involved. That is hardly the same. If that's the case, then learning to configure things securely is clearly wise but reinstalling is likely to be the only way to be certain the system is trustworthy simply because the system is compromised in that case. Configuring the services correctly will not do any good if there's a rootkit inside.
This is not to say that forensics is not a good idea prior to reinstalling. I guess that will depend on a whole range of factors.

How to access files stored in a portal

Hi All,
I have a file stored in the root directory ..somewhere in root/portalapps/myfile.csv
This is an xl file ...
I want to read the contents of this file and write it on the screen..
even though there is data in my file but i am not being able to read it..
Below is the code i am using...
Here pramFile is the corresponding file in the portal server
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Thanks Sundeep

Hello Sundeep,
As the Root/Portalapps folder is not accessible, you can only specify yourFilePath to absolute path on your file system
(ex: c:/...../Root/Portalapps/yourfile)
Using file system absolute path is not at all a good idea as the application is not portable to other servers. So my suggesion is to keep this csv file in your Applications webresource path like: ROOT/portalapps/com.yourapplication/csvfile
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Here is example how to get Image which is in public path:
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Greetings,
Praveen Gudapati

Disable Emergency Response Notification For DX650

I want to disable emergency screen notification where display at the screen while the phone starts. We don't need to see this screen. It's a detail but Can we disable?
King Regards..

This worked for me, change the following section:
### ETC .....
# Specify the My Oracle Support Account Username.
# Example   : MYORACLESUPPORT_USERNAME=metalink
MYORACLESUPPORT_USERNAME=
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# Example    : MYORACLESUPPORT_PASSWORD=password
MYORACLESUPPORT_PASSWORD=
# Specify whether to enable the user to set the password for
# My Oracle Support credentials. The value can be either true or false.
# If left blank it will be assumed to be false.
# Example    : SECURITY_UPDATES_VIA_MYORACLESUPPORT=true
SECURITY_UPDATES_VIA_MYORACLESUPPORT=false
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# The value can be either true or false. If left blank it will be assumed
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DECLINE_SECURITY_UPDATES=true
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PROXY_HOST=
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PROXY_PORT=
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PERS (PERSONAL EMERGENCY RESPONSE SYSTEM) Problem

      The PERS system I had in my house for the last 10 years had been working perfectly well until I switched to FIOS phone system.
Now, when I initiate a call to the central monitoring station (CS), the PERS unit picks up the line, makes a call to the CS and sends a digital signal. This digital signal sent goes correctly into the station receiver. SO far so good...
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Can you please direct me to a technical person who can may be tell me what to do to go from "Data Mode" to "Personal User Mode" ?
What I need is;
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This is a very critical situation and I would like to find a solution to the problem ASAP.
Thank you for your kind and prompt assistances in this matter.
MEACAR

The way Disabled and elderly are treated by BT is ...

My Mother is elderly,has heart problems,housebound and on oxygen 24/7.My mother recently came out of hospital last Tue after having a very bad chest infection That night she had a fall at home and as she has a buzzer (life line) around her neck she pushed it and realized it was not working.Fortunately my sister found her and notified myself who also has mobility problem as i rang to report the fault.
The adviser stated my mothers name was not connected to the phone number i reported and wouldn't tell me the name of the bill holder.In the end i remembered i had changed this 3 years ago after the death of my Father.They still had him down as the bill holder although the bills are in my mothers name and have been so for the past 3 years.This i found rather distressing.
I explained her condition and they said someone would call round to my mother within 24 hours.By Thurs morning i rang again as she still was not on the phone.The automated system said someone came round on the Weds and the fault was on her property but the person from the call centre said they had knocked at her home 8.41 that morning and no one answered.My sister was there from 8.15 to 9.20 and nobody had called.
So another appointment was made for Sat between 1-6pm of which i myself was there from 12.30 pm.At about 5.15 i rang BT to see if anyone was going to turn up and was told that they had tried to contact me at 2pm on my home line and also my sisters mobile.Both of which we checked and no calls were made as i have a answer phone and on my sisters mobile phone it would have came up as a missed call.I am writing this today and it is now 12.36 pm Sunday and no one has contacted me on my mobile(which they now have) or on the other 2 phone numbers they have too.
In between all this she has had another fall and luckily was found.
What do they call as an EMERGENCY for the old ,ill and Disabled?
Its DISGUSTING.

I couldn't agree more.
My mother-in-law who is elderly and registered disabled is moving from her home to sheltered accommodation. I completed the “home move” form for her on-line. When it came to the date of engineer visit at her new property, the earliest offered was 7 March (over seven weeks from now). As there was no alternative I accepted this and completed the order.
I then rang BT, expecting to have a sympathetic response from a part of the organisation dealing with the elderly and disabled. No such luck; I was just put through to their home move department. After I had explained the situation, the conversation went as follows:
BT: Sorry, there is nothing we can do about this
Me: I think you mean that you choose not to do anything about it
BT: No, the engineers belong to a company called Open Reach; they are nothing to do with us and we have no means of accessing the engineers’ diaries
Me; OK so can you give me a contact at OpenReach please
BT: I can’t do that. OpenReach are a “non-customer facing” company
OpenReach are a BT group company and it seems that there is a deliberate policy of constructing a wall between them and the public to minimise the level of customer service.
Only an arrogant corporation would consider treating the elderly and disabled in this way.
Over to you BT to explain yourselves.

Sent this Letter to CEO, Emailed Support, Tweeted and Still NO Response

Not sure how to get anyone's attention here, but the complete disregard for my situation guarantees that I'm taking my business elsewhere.
Hubert Joly
CEO
7601 Penn Ave. S
Richfield, MN 55423
RE: {removed per forum guidelines} and {removed per forum guidelines}
Dear Hubert:
I wanted to take this opportunity to share with you not one but two absolutely horrific customer service experiences that I have had with Best Buy. These situations have been so bad that I would be doing your company a disservice by not sharing this. Please note the subject line contains two different orders. The first order was placed online November 16th. I’d like to start my story there.
My mother in law and father in law are both elderly and disabled and on fixed income. It came to my attention during a visit with them on November 14th that their current dishwasher was broken and that a service call to repair it would be nearly as much as a new dishwasher. As a result, I decided to place an order online with bestbuy.com for a new replacement dishwasher. I was quoted a delivery date of November 29, which was a little further out than what I would have preferred, but I understand that this is a busy time of year, so I notified my in-laws of the delivery date. I was told that I would receive a call the day before delivery with a two hour window of time to have the dishwasher delivered.
November 28th came and went and I did not receive a call with a delivery window, so I decided to call shortly before 5 PM CST. The operator let me know that the window had not been determined yet and that they had until 9 to give me a call but that I was indeed on the schedule for delivery. Nine PM came and went with no call. I was disappointed.
At 8 AM on November 29th, I called the customer service number. I was told that someone from Best Buy was trying to get in touch with the dispatcher at your contracting company and would call me back within 30 minutes to give me my delivery window. I waited for more than two hours without a returned call, so I called again. I was told that the rep wasn’t sure what happened but that I was indeed on the schedule for the day and that they would call me to tell me when the dishwasher would be delivered. These first two calls took place when I was driving from Des Moines to Chicago.
I arrived in Chicago and still hadn’t received a call. I’m sure you can appreciate that I was frustrated at this point but I finally got someone who I felt had some kind of idea what was going on. I was told that yes, the dishwasher was still scheduled to be delivered on the 29th (it was almost 5 PM by this time) but that installation of the dishwasher was not included. Of course, I said no problem, I’ll just add that to the order. I was informed at that time that it wasn’t possible. The specific reason I don’t recall but I did confirm that installation is not a purchase option when purchasing online. I was advised that my best option would be to go into a physical store and cancel the existing order and place a new one. The agent told me that I could cancel the order with her if I’d like, but I told her I wanted to keep the order open in the event that the delivery team showed up, and that I would handle the installation myself. The agent did advise that the order was in an “R” status, but wasn’t really sure what that meant, It should come as no surprise at this point that the dishwasher was not delivered.
On November 30th, I went into your store in Chicago. I spoke with a gentleman named Marcus who was extremely helpful. He told me that yes, the order was indeed in an “R” status, but that the dishwasher itself was actually backordered until December 15th. Having already waited two weeks, I asked if I chose a different dishwasher, could I get it delivered sooner. He checked on the new dishwasher that I wanted, that was more expensive than the original that I had chosen and said yes, this was possible as early as December 3rd. Imagine my delight! I confirmed with my in-laws that the third was not a good day as they both had doctors appointments and were not sure of their extended availability. So we agreed on December 4th for delivery and installation. At this time, I canceled my first order, and placed my second order referenced in the subject line above. I left the store feeling very happy and comfortable that despite the nearly 4 hours I had already spent on the phone, I had finally gotten the results that I was looking for and made a note to myself that for appliances, I should always just go right into the store. Sure enough, that evening, I received an email from bestbuy.com that confirmed my delivery date of December 4th (attached).
The afternoon of December 3rd came and I had not heard anything about a delivery window by about 6 PM. I called in to the service number and was told that I was not on the delivery list for the 4th, but there was no explanation as to why. The agent couldn’t quite tell and then called the dispatcher and gave me a confirmation that sure enough, it was scheduled to be delivered on the 4th as I was previously told, but they had to “force schedule” the delivery. This was confusing to me because I had already been given a confirmation on November 30th. Sure enough however, I did receive another email confirmation, this one saying that my order had been rescheduled for December 4th (attached).
The morning of December 4th, I needed to board a plane for a wedding in Arizona. I assured my in-laws that based on our most recent email that I was confident that the dishwasher would be delivered and installed today as promised. I was disappointed again when late in the afternoon, I called to find out that there was no delivery and no attempt to contact my in laws with a delivery window. So again, I called Best Buy. Again, I got a very friendly and seemingly knowledgeable rep on the phone. I was told that Best Buy had been in touch with the dispatcher and that the dishwasher was literally on the way to the house as I spoke on the phone. After ending the call, I called my in-laws and let them know that they should expect someone shortly as the dishwasher was en route.
Imagine my absolute contempt for your company when I got out of a rehearsal dinner to a voicemail from my inlaws saying that nearly four hours later (and after 10 PM CST), Best Buy was a no show. It was at this point that I absolutely lost my patience and made yet ANOTHER call into Best Buy. I was told at that time, there was nothing that could be done and that I would need to call back in the morning. So again, first thing in the morning, I called in and spoke to another rep. AGAIN, I was promised that someone would contact me before noon. AGAIN, noon came and went and nobody called me, so I called Best Buy again. In fact, I made a total of six phone calls on Friday. Each time, I was told something different. Each time, you absolutely underwhelmed me with the inability to address a very simple problem, and most importantly made me feel that my value to your organization is insignificant.
Saturday after the wedding, I made one final call to Best Buy. I got a gentleman on the phone who was as nice and seemingly as knowledgeable as every person that I had spoken with to date. He made no promises. He put me on hold several times to see what he could do to help me. At the end of the call, he said that regardless of all of the run around, the hassle, the miscommunication, lack of follow through on promised return calls, no shows on delivery dates and absolute lies that I had been told, he simply couldn’t do anything to improve my situation. His name was Pedro, and he should be commended for his empathy and his honesty. I accepted the first confirmed appointment that he could schedule, December 15th, 2014. I was told that I will be getting a call with a window for scheduled delivery and installation. At this point, after having become completely disgusted with this process, I’ve not even informed my in-laws that the new date is Monday. At this point, they know I’m still working on things.
After examining my mobile phone bill from November 16 to this current date, on my mobile phone alone, I show that I’ve spent 193 minutes on the phone with Best Buy. This does not include calls from my office, from my in-laws and from the hotel. The total for those calls has got to be close, if not more time. This does not include the amount of time I spent in the store either. I can also tell you from my mobile phone bill alone that between November 16 until this moment, I have called from my mobile phone 19 times. Nineteen times. Think about that for a minute. Think of close to 6 hours of your employee’s time, and more importantly, of my time. This is lost productivity out of my day. I’m a software consultant and my life is made up of billable hours, its where my income is derived from. You’ve effectively stolen that much money out of my pocket in addition to treating me and my family like nothing more than a number with no regard as to what it means to put a customer first and keep a long time loyal member satisfied.
I’ve since been able to find the dishwasher at Sears and at ABT (a local retailer) on sale for $539.99. As with most products, I purchase, I do have other options and I place a high degree of value on my time and money. I place an even higher degree of value of knowing that when I give someone my word, it’s the most important thing I have to reflect my character, reputation and is a key indicator for my intentions.
Knowing there are other options out there, I give you my word that I will be considering all of my future purchasing options accordingly based on the results of this transaction (that hasn’t even been completed yet – so who knows, I may not even be out of the woods).
Regards,
Lane
Follow up - when they did deliver it, they hauled the old dishwasher away. Three days later, someone from the same subcontractor showed up to pick up the old dishwasher - THAT HAD ALREADY BEEN TAKEN AWAY. Talk about not knowing what you're doing!

Hello Lane,
There is very little more frustrating than having a delivery not be completed on time, not to mention having additional appointments missed. I certainly understand your frustration over the numerous calls you made in trying to resolve the delivery of your in-laws new dishwasher and I sincerely and wholly regret that this was your experience last winter. Since we strive to provide clear, accurate, and timely communication to you and our other customers, I am at a loss to explain the many, many missteps you describe and I apologize sincerely for the less that stellar showing on our part.
In reviewing your situation, I note that we issued responses to both emails you sent, both from your Twitter conversation with us and the original copy of the missive that you've provided here. Was there something in particular you were looking for in our original responses you didn't find, or that left you feeling unheard? Since this series of events occurred nearly six months ago, I'm wondering if something new has happened that has brought this incident back to the fore?
Please know that I'm very grateful that you took the time to write to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Elderly Mother Being Charged For Work That Wasn't ...

I wonder if someone can point me in the right direction please to get this resolved, I'm at the end of my rope here.
A couple of months back my 82 year old mother moved in to a retirement flat. The flat had a variety of old unnecessary BT kit (trailing sockets, loudspeakers, unidentified junction boxes) and multiple runs of phone cables around doorframes, along skirting boards etc that had obviously accumulated over a period of time. My mother only needs one socket and wanted to lose the rest as it's unsightly and in one case a bit of a trip hazard. I phoned BT on her behalf (she's elderly and doesn't like all the button pushing) and I spoke to a lady, asking if we could have an engineer visit to remove all the unneeded gubbins - I described in detail what had to be removed. The lady said that was fine and she would book the job for us and it would cost £130, the date for the visit was set as 30 November both of which I agreed to. Neither myself nor my mother received any written confirmation of the work which I thought was a bit odd but didn't worry about at the time.
The engineer (actually two of them) turned up as arranged on 30 November and my mother showed them the cables, boxes, sockets etc that she wanted rermoved. The lead engineeer said they couldn't do this type of job because it would risk damaging the decor and then my mother would sue BT and so they couldn't do it. My mother pointed out that the cables hadn't been painted over and embedded in the skirtings, that they were just pinned with cable clips onto the top of the skirtings and doorframes and she understood that there would be an odd small hole where the clips had been and that was OK. But the engineer still declined to do the work. My mother then asked him that as he hadn't done the work, was she going to be charged the £130. He said no, of course not, that this happens all the time and that he just puts it through asd a 'No Charge' job. They were in the flat for less than 15 minutes.
My mother was not especially happy that she'd wasted several weeks waiting to have the job done only for it not to be done but at least she could afford to pay someone else like a handyman to do what BT wouldn't. Then her bill arrived yesterday and she has been charged £130 for the non-work.
She tried phoning the call centre herself twice this morning but was fobbed off. Once she was told the £130 is a call-out charge and as the engineer attended she had to pay the bill even though no work was done. The second time she was promised a call-back which never happened. She's getting a little hard of hearing and finds accents on not very good phone lines difficult and she was getting a bit distressed at having to deal with this so she asked me to take over. I have spent the rest of the day on the phone to the call centre getting increasingly angry at the way we're being treated. I have explained the situation to 6 different people. I was promised 2 call-backs which never happened. They promise faithfully to investigate, fix it and the minute you're off the line they forget about it. They kept trying to transfer me to a department which I think they called TRC(?) - I did speak to a very helpful chap in the UK in this department early on who explained that the department only deals with faults resulting from orders not with billing problems with orders and that he'd have to pass me back to the call centre. I keep explaining this to the agents but they still want to keep passing me over. Finally tonight after speaking to a total of 9 different people, I told them I wasn't getting off the line until they fixed it and they hung up on me and the call centre is now closed. I now have steam coming out of my ears.
All I want is to have the £130 charge on my mother's bill removed. No work was done. When I placed the order, I was not informed that it was a call-out charge. I described very precisely the work that was to be done and the lady said it would cost £130. She didin't inform me that BT won't remove unneeded equipment in domestic premises for fear of damaging decor - why did she even take the order in the first place if this is BT policy? Neither my mother nor myself received any paperwork for the order that might have contained information on call-out charges or what engineers will and won't do. My mother was given no documentation at the end of the visit and signed nothing.
So I want to talk to someone preferably in the UK to get this charge removed. I feel that a vulnerable elderly lady is being taken advantage of, that somewhere along the line someone has been incompetent/dishonest and that the call centre is a complete joke. I'm not going to waste any more time with them, I need to be able to talk to someone who will take responsibility and actually do something. Does anyone know how I can contact such a person, preferably by phone. My mother pays her bills by DD and is going to lose this money out of her account quite soon and she really can't afford it.
Anyone? If you got this far, thank you for reading!

ceres wrote:
I wonder if someone can point me in the right direction please to get this resolved, I'm at the end of my rope here.
A couple of months back my 82 year old mother moved in to a retirement flat. The flat had a variety of old unnecessary BT kit (trailing sockets, loudspeakers, unidentified junction boxes) and multiple runs of phone cables around doorframes, along skirting boards etc that had obviously accumulated over a period of time. My mother only needs one socket and wanted to lose the rest as it's unsightly and in one case a bit of a trip hazard. I phoned BT on her behalf (she's elderly and doesn't like all the button pushing) and I spoke to a lady, asking if we could have an engineer visit to remove all the unneeded gubbins - I described in detail what had to be removed. The lady said that was fine and she would book the job for us and it would cost £130, the date for the visit was set as 30 November both of which I agreed to. Neither myself nor my mother received any written confirmation of the work which I thought was a bit odd but didn't worry about at the time.
The engineer (actually two of them) turned up as arranged on 30 November and my mother showed them the cables, boxes, sockets etc that she wanted rermoved. The lead engineeer said they couldn't do this type of job because it would risk damaging the decor and then my mother would sue BT and so they couldn't do it. My mother pointed out that the cables hadn't been painted over and embedded in the skirtings, that they were just pinned with cable clips onto the top of the skirtings and doorframes and she understood that there would be an odd small hole where the clips had been and that was OK. But the engineer still declined to do the work. My mother then asked him that as he hadn't done the work, was she going to be charged the £130. He said no, of course not, that this happens all the time and that he just puts it through asd a 'No Charge' job. They were in the flat for less than 15 minutes.
My mother was not especially happy that she'd wasted several weeks waiting to have the job done only for it not to be done but at least she could afford to pay someone else like a handyman to do what BT wouldn't. Then her bill arrived yesterday and she has been charged £130 for the non-work.
She tried phoning the call centre herself twice this morning but was fobbed off. Once she was told the £130 is a call-out charge and as the engineer attended she had to pay the bill even though no work was done. The second time she was promised a call-back which never happened. She's getting a little hard of hearing and finds accents on not very good phone lines difficult and she was getting a bit distressed at having to deal with this so she asked me to take over. I have spent the rest of the day on the phone to the call centre getting increasingly angry at the way we're being treated. I have explained the situation to 6 different people. I was promised 2 call-backs which never happened. They promise faithfully to investigate, fix it and the minute you're off the line they forget about it. They kept trying to transfer me to a department which I think they called TRC(?) - I did speak to a very helpful chap in the UK in this department early on who explained that the department only deals with faults resulting from orders not with billing problems with orders and that he'd have to pass me back to the call centre. I keep explaining this to the agents but they still want to keep passing me over. Finally tonight after speaking to a total of 9 different people, I told them I wasn't getting off the line until they fixed it and they hung up on me and the call centre is now closed. I now have steam coming out of my ears.
All I want is to have the £130 charge on my mother's bill removed. No work was done. When I placed the order, I was not informed that it was a call-out charge. I described very precisely the work that was to be done and the lady said it would cost £130. She didin't inform me that BT won't remove unneeded equipment in domestic premises for fear of damaging decor - why did she even take the order in the first place if this is BT policy? Neither my mother nor myself received any paperwork for the order that might have contained information on call-out charges or what engineers will and won't do. My mother was given no documentation at the end of the visit and signed nothing.
So I want to talk to someone preferably in the UK to get this charge removed. I feel that a vulnerable elderly lady is being taken advantage of, that somewhere along the line someone has been incompetent/dishonest and that the call centre is a complete joke. I'm not going to waste any more time with them, I need to be able to talk to someone who will take responsibility and actually do something. Does anyone know how I can contact such a person, preferably by phone. My mother pays her bills by DD and is going to lose this money out of her account quite soon and she really can't afford it.
Anyone? If you got this far, thank you for reading!
Hi ceres,
Welcome to the forums.
I am suprised that the Engineers did not quote the HEALTH and SAFETY rules.
If you fill in this form: http://bt.custhelp.com/app/contact_email/c/4951 with a link back to your post for ref, the mods will get back to you. It can take up to 3 days and they will contact you direct via email or phone.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Make sure you go with an elderly family member or friend when they upgrade phones!!!

Please make sure the elderly do not go alone. It doesn't matter to Best Buy how people are treated, just take their money.
My Letter to customer service:
Good morning, Yesterday my husband and I went to your East Houston store at Wallisville and Beltway 8.It was time to upgrade our phones. Your website ad had a Samsung S5 for $1.00 with a 2 year contract. When we got to the store and asked the sales rep about it she informed us that Best Buy did not do upgrades any longer. We had to buy the phone on installment billing or lease one. We were very suspicious, that did not match your ad or the mail from Sprint. We went to your store in Baybrook (a 45 mile round trip). The sales rep there did our upgrade. She was very nice, informative and patient with us. The sales rep at the Wallisville store LIED to us. I feel that she was trying to take advantage of two elderly people. We are old yes, but not senile or stupid. Is this how Best Buy treats its senior customers? Just tell them anything, they don't know any better, they will fall for anything. I feel that this is elderly abuse. Your company and that store should be ashamed !
Their reply:
Thank you for contacting Best Buy Mobile Back Office. My name is Cynthia, and I will be more than happy to assist you today. I would like to extend our apologies for any inconvenience this experience has caused you. I assure you this is not the type of experience we want our customers to have when shopping at Best Buy.
We strive to make each experience you have with us positive and as fun as possible, and we are disappointed if we don't live up to that expectation. We always rely on feedback, both positive and negative, to help us find areas for improvement. At Best Buy, we understand the importance of good service, as well as how frustrating poor service can be. I apologize for the experience that you encountered in one of our stores.
Please be informed that I have escalated this issue on your behalf. The resolution of this escalation may be many things up to and including contacting the store leadership. Typically, with these types of issues, we will not receive any type of feedback on the resolution.
Thank you so much for reaching out with Best Buy. Hopefully, this has answered all of your questions. If you need additional information feel free to respond to this e-mail, or call Best Buy Mobile 1-888-237-8289, between the hours of 6 AM - 12 AM CT.
May reach the store leadership? I am so very pleased that the store MAY be informed of this issue. I'm sure the employee was doing what she had been trained/told to do to keep her job. My question is it just the store we went to or is it a Best Buy policy? From the email I received it seems to be company policy.

Hi there vieuxjen,
Welcome to the forum and thank you for choosing to upgrade with us! It is discouraging to hear you may not have had the experience you had hoped for or expected at our East Houston, TX store. I hope that I’m able to clarify our upgrade capabilities for you.
Leasing and installment billing options are certainly becoming the more popular option, but it isn’t everyone’s preferred option. It certainly seems there may have been some misinformation provided by the associate you spoke with at the East Houston, TX store. It is true that in some cases we are unable to provide the 2-year agreement option. This would typically be when a customer intends on receiving a new phone number while opening a new account with a carrier on a 2-year agreement. If you either have a current line of service with the carrier or intend on porting your current number from another carrier, we should still be able to provide you with an upgrade or new account with a 2-year agreement. I apologize for any misinformation that you may have been provided.
I can certainly understand why you would be disappointed with the initial response you received as well, if you were unsure whether this issue would actually be addressed. I’m glad to advise you that at this time your experience has been brought to the East Houston, TX store’s attention so they may address this concern to ensure we are providing accurate information to customers. Please also know that I am noting your experience on my end as well.
I am glad that you were able to have a much more pleasant experience at our Baybrook, TX location and should now be enjoying your new phones. If you should have any other questions, please let me know.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Sept. 10 - No Phone Service still reported Aug 30 Medical Emergency

My parents are in their 90's and Mom is blind.
We reported their outage on 8/30. It was marked a Medical Emergency and were promised that the repair would be highest priority - what a joke!!!! We were told and texted that the repair would happen - on the 7th, on the 8th, on the 9th. No repair took place. Now on the 10th are told a cable is out. Verizon has terrible customer service!!!!! I have been on hold over 20 minutes every time I've called- up to 50 minutes before a person answered. Unfortunately, the person has never been able to solve the problem of no service. Sometimes I hold and then get the response of "no answer, your call is being disconnected", sometimes I get the response of "from now on you'll be able to speak your answers" and then a dial tone. Right now I'm waiting for a supervisor to call me back - was told within an hour - we'll see. Last time they never called me back. They keep texting me early in the day that their repair will be done that day by late in the day and then nothing. Very sad that Verizon has left them for almost 2 weeks without service. Also, what a waste of my time since I spend at least 45 minutes a day trying to get an update.
Mom did report that they got their bill from Verizon last week right on schedule!!!!!

schatziealice,
We do apologize for the trouble you've experienced. I've sent you a PM to see if we can be of any assistance.

Best strategies for setting up iPad for elderly person?

I hope to eventually get an iPad 3 for an elderly parent and I'm trying to figure out the best way to go about it.
Here is what I was thinking:
- get iPad.
- set up iPad using iTunes account that I create from a spare email address I have access to.
- get some iTunes cards via my own account and load it into the new account.
- install apps, fiddle with settings, set up iCloud, possibly load it with photos, etc.
- send iPad to them.
- change email address on the new account to reflect their actual email address.
- Is it correct in that no credit card would need to be entered by them at any point?
- I have tweaked iChat on their laptop to auto-answer incoming video chats. It sounds like there is no such setting on Facetime, right?   Is it still pretty easy to accept Facetime calls on the iPad (I've only used it via OS X).   From reading some past threads it sounds like there is no way to make a shortcut so that a specific contact could be called in one click (i.e. icon on dock), is that still the case? (a Siri on iPad would help with this)
- I currently do not do much photo sharing via Apple devices. What is the easiest/best way to have them be able to view a gallary of images that one or more people can add things to remotely? Do I have to turn to third-party apps to do this?
- Any other general recommendations on getting a iPad set up for someone (especially the elderly) who are physically far away (and thus who won't get hands-on training from the person setting it up, but from people who are iPad savvy)?
I envision them mainly using it for: video chat, solitaire, email reading (not heavy email composing), light web, photo taking/sharing, etc.
Thanks,

Hi Captino,
Please note I sent this earlier today to the thread you posted on yesterday.
If you haven't yet, in the box near the top right on your posts only, click on receive e-mail notifications. Then you won't have to search through to find any responses you might get from the threads you are participating in.
One of my big concerns is that Apple should advertise to seniors with or without many of the issues that often accompany aging. The ipad's target audience did not start out advertising to toddlers, but we know they're using them and they are included in the new iphone 5 for photos and itunes. So let's get the increasing elderly population involved.
First, you might want to contact Apple corp offices in Cupertino and see if someone will listen to your suggestions. (I have sent them the links below.) The more Apple is aware that there is a real need, they will hopefully increase focus and develop more to make the ipad usable for our elderly with needs, which varies from person to person.
I'd also like to suggest you start your own thread, posting in the title something like "How can an elderly person with dimentia benefit from ipad?" Then, copy the info you wrote in your post above here.
Here are some links that might interest you. The information is out there that many elderly people with needs can be helped by and are benefitting using an ipad. There are also links to support user forums.
Reviews in Press – iPads for Elderly, Dimentia, Alzheimer’s, etc.
http://betanews.com/2010/03/08/who-should-buy-the-ipad-hint-people-of-a-certain- age-and-that-s-not-you/
http://olderpeoplesday.co.uk/2013/05/13/how-tablets-and-apps-can-combat-loneline ss-and-help-the-elderly-join-the-digital-revolution/
http://www.mlive.com/business/index.ssf/2012/04/is_ipad_right_for_grandma_a_te.h tml
http://www.smartplanet.com/blog/thinking-tech/ipad-opens-digital-doors-for-the-e lderly/3674
http://www.youtube.com/watch?v=ndkIP7ec3O8
A 100 year old woman’s reaction to using ipad for the first time and her limerick homage to the ipad
http://www.businessweek.com/magazine/content/10_34/b4192039623670.htm
http://www.qt.com.au/news/seniors-clicking-on-to-an-exciting-new-world/1857217/
http://www.zdnet.com/ipad-mini-bringing-the-elderly-into-the-digital-age-7000008 817/
http://tabtimes.com/news/ittech-stats-research/2012/06/11/study-young-and-elderl y-will-help-ipad-use-double-year
http://wcrz.com/elderly-man-finds-alternative-use-for-ipad-video/
Above is just a little humor. Clearly German Dad needed lessons from his daughter.
http://articles.orlandosentinel.com/2011-09-26/technology/os-ipad-2-elderly-flor ida-20110923_1_ipad-lumarie-polivka-west-nursing-home
http://www.caring.com/articles/activities-for-dementia-alzheimers-patients
The above points out activities for dementia and alzheimer’s. And an ipad can assist them with most of the things on this list!
http://money.usnews.com/money/blogs/the-best-life/2011/04/25/why-the-ipad-appeal s-to-older-users
http://www.theage.com.au/national/education/voice/ageing-well-20130404-2h8dq.htm l
(Scroll down (study) to ‘technology to keep the elderly connected to the world. ‘
http://www.relativematters.org/digital-technology-social-media-and-older-people/
http://www.relativematters.org/ten-reasons-why-ipads-are-magic-for-older-people/
http://www.relativematters.org/ten-smart-apps-for-older-people-to-use-on-their-i pad-part-two/
Below are some discussions from the Apple Support Communities – Some interesting thoughts and many views on some of these by people who clearly have an interest in the subject of ipad use for the elderly, dementia, alzheimer’s, etc.
https://discussions.apple.com/thread/2588325?start=0&tstart=0    (25,558 views)
https://discussions.apple.com/message/11328856#11328856          (17,025 views)
https://discussions.apple.com/message/11537562#11537562          (4,140 views)
https://discussions.apple.com/message/12172758#12172758          (1,059 views)
https://discussions.apple.com/message/18201490#18201490          (2,150 views) *
https://discussions.apple.com/message/15220081#15220081          (1,107 views)
https://discussions.apple.com/message/17529390#17529390           (729 views)
https://discussions.apple.com/message/17765211#17765211          (551 views)
* Interesting video suggested in this thread
http://vimeo.com/mme/techrally

I had my itunes on my hard drive (taken off phone), and my elderly mother deleted the itunes icon, placed it in recycling and deleted the recycling, how do I or can I get those songs back....please help.

Anyone know who I can contact besides 1800myiphone, to see if I can get my itunes (my songs) re-placed on my phone. My elderly parent delected the itunes icon (she says she didn't know what it was) and moved it to the recycle bin, and then deleted it. Any help would be appreciated, have spent some time on phone with 800-my-iphone, and got a website, which hasn't helped a bit.Thanks,

It is the users responsibility to maintain a backup of their files.
If you have failed to keep a backup, that is not good.
If the content is on your iDevice and it was purchased via iTunes, connect the device (DO NOT SYNC) then select File > Transfer Purchases.
If the content is on the device but was not purchased via iTunes, you're out of luck mostly. Do a google search, you can find utilities that will allow you to extract the content.
If you are in the US and running iTunes 10.3 or later, there is an option to redownload previously purchased iTunes content. To do this, in iTunes select Purchased, then at the bottom select Download Previously Purchased. There are options for Music, Apps, and iBooks. Select the "Not in My Library" option and download what you want.

Elderly Mother with Alzheimers no 911! no Phone!!!!! against Law.

Original Work order set up with Heather 9-23-13 – Told her TPV did not take, please see section from out chat log where I told her and she insisted it would be ok and I asked for a phone call. No truck went, No phone call!!!
Online order on 9-23-13
{edited for privacy}
I believe it was Monday 9-30-13, my son (who is actually doing all of the wiring, all we have asked Verizon to do is swap the line over and check for dial tone) called in after I made sure to do a proper TPV with a live person. As you also see above prior to me explaining to Heather TPV disconnected her as well so I am a bit surprised she didn’t go ahead and have me repeat the process. Justin was told that a work order (was given a time frame) for this past Friday 10-4-13 to repeat what was not done on the first work order, we thought ok it was the TPV we should be all set! No call, No dial tone, No truck roll. In fact I was given such a hard time about even speaking to someone because I didn’t have the work order number to protect my own account….. OK….. Heather never gave me a work order # or a MO# he mentioned? Does Verizon ever process an order the same way twice? It appears that each person, department, town and state (because I was asking where each person was from) all will require something different.
10-7-13 it took me 20 minutes to explain the seriousness of what your company has done and after 4 people is when I finally was being transferred to a supervisor to only get disconnected after about 3 seconds. As you see above I made sure to provide a contact number for me (Joanne) when I set up new service on the account. Most of your Customer Service people are very hesitant to provide any information that would make it easy for a customer to refer back to who they spoke to. I understand that they don’t want to give out a last name but shouldn’t any employees that speak to customers take accountability for what is said during that conversation? They must have an employee id that is stamped in your billing system every time they make a note or make a change to a work order/service order. I find it baffling that Verizon has been around for such a long time but the basics are not even being covered. When you have somebody in a Supervisory position with such a lack of follow through or pride in his work really scares me that I was putting phone service in my sick mothers home. Secondly, to find out that on Sunday’s Verizon said to me that oh on Sunday we don’t have an emergency person to go help her… I don’t want that type of company’s service. I do want to say upfront that while this is going on, you are liable for taking her phone service away and since you are connected to a wireless company should have provided her with some form of communication. Until Verizon can successfully give back the 508-285-3500 number I want a safe resolution. I also expect at the very least for you to either communicate with Comcast or fax me something stating the issues since 9-23-13 so that either they credit the phone or you reimburse her for shutting down her Comcast services. I have never seen anything like this in the 10 years I dealt with tv/phone and internet. It is 7am Monday – It’s my birthday and hope I don’t have to spend the day and night dealing with this. Like I mentioned, it must be escalated to your highest department and have someone fix and undo whatever is keeping that service order in limbo. If you escalate this properly and send a bucket truck or tech out ASAP I will for the time being keep the Verizon account. My goal is to protect my family. Please keep in constant contact with me even if they are voice mails I will be checking them and I need your full name and a direct way to contact you. I also would like the person out at the residence to communicate with me when this mess is swapped over. It should be a simple fix after 2 weeks I don’t see what issue you could possible come up with? Please let me know what you provide for Elderly discount on this account and all of the other questions I have about reimbursement for two weeks +. I expect a call by 10 am with some information and hopefully by 2pm a resolution. Please be sure to verify every screen has my contact # and notes are listed not to call the 3500 number as she has Alzheimer’s I am sorry for the constant repetitiveness but apparently this is what I need to do in order for some of your departments to get it right. I also have a screen print of me giving my mother’s name, social, DOB for account and me as POA. That will need to be fixed as well. If you want to call and introduce yourself as being the person to delegate and work on this that would be great. I have been up all night about this so I might take a nap but like I mentioned I will be checking voicemail. I have been trying to get your executive customer care email list and phone numbers……. After this if I don’t hear anything, I guess Verizon will be very very embarrassed (more than they should already be)
https://malegislature.gov/laws/generallaws/parti/titlexxii/chapter166/section14a

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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