HELP. How to escalate in a genuine emergency?

Question

Background (rather long, sorry):
We live in England but have a 2nd home in rural Wales (family history).  Both homes have phone and broadband via BT.  Both homes are in areas with near-zero mobile coverage but we route the mobile signal through the broadband.  The BT line is our only comms.  
The house in Wales is technically billed via my mother (again, family history).  
In November, she got email from BT confirming her order to disconnect the line in Wales.  Obviously she did not put this order in.  Obviously, because we have a disabled child who has a number of severe medical conditions including Epilepsy and we have frequently had to call an ambulance for her in the middle of the night.  The phone is, literally, a lifeline.  BT are aware of this, we are registered for priority fault repair.  Mum went into a panic.  
I called BT and got through to what I imagine was the billing team.  They agreed that the order had probably come from someone who had got the wrong address/number/whatever and was a mistake.  I explained, again, that my daughter could die if we couldn't call an ambulance in the middle of the night, and they assured me, they GUARANTEED that they understood the seriousness of  the issue and the phone would not be disconnected.  They cancelled the order while I was on the phone, with explanatory notes to stop it being re-raised.
We didnt go up to Wales again for some months - my daughter was ill and then had surgery - but came up for Easter.  We arrived on 8th April to find (you guessed this already, didn't you?) that the phone had been cut off.  
Without mobile reception, I had to go round to a neighbours' and beg the use of their phone (it's a holiday complex so I was lucky they were in) and wifi.  I looked up on My BT and found that BT had been billing our account all along so reported it as a fault.  The fault team at first tried to tell me I didn't have any BT products and must have got the wrong supplier but I eventually managed to get them to look at the billing records and they acknowledged that the phone had been cut off in November and they had been taking money from us since then without providing service.  But they couldn't fix it or even report the fault because their computer systems only let them log faults for active numbers.  The only way to resolve it was with a new order for fresh connection, but the order team weren't in.  
The next morning, I called new orders, from the car park in ASDA where i have a little reception.  They were very sympathetic and took a lot of details (they are sales people after all) but gave me a date for connection of 2 June.  They said I had to wait 48 hours and call order management to get the date brought forward.  (And this is bearing in mind that every day without a line is a day my child's life is at risk, and we have priority fault repair for that reason).  
I called order management (from the car park in Tesco this time, I like to see the sights) after 24 hours, who of course already had the VOL number they needed to move the order on.  I got passed around a bit and ended up with a team who gave me neither their team name nor the name of the person handling the call - they were incredibly evasive, as it is easy to be when you are on a bad mobile connection from India.  They said they had passed me on to the "offline team" but that there was no way of contacting these people at all or raising priority once they had handed off to them.  The "offline team" have an SLA that says they will call you back within 72 hours, and after that they will schedule a visit.  The visit has been pencilled in for 16th or 17th of April - so 8-9 days after fault reported, on "priority" service where a child's life is in real danger.  
My mother is in bits.  Because the bill is in her name she feels somehow horribly responsible for all this.  She is only just coming to terms with living alone and has nothing much to do other than worry about us.  She is phoning me constantly to make sure my daughter is OK and of course as she frequently can't get through to us, each time she is convinced that something awful has happened.  She's 78.  She doesn't need this.  I'm almost as worried about her as I am about my daughter.  
My mother is convinced BT's behaviour is illegal.  I don't know about that - BT obviously have a reputation for some of the worst customer service on the planet, and must have huge banks of lawyers who have designed the system to operate just within the law, if not within any normal conventions of fairness or compassion or human decency.  And to be honest legal action is way down my list of priorities.  The question is, can I do anything at all to bring this reconnection forwards?  I'm currently using the wifi at the library of the nearest town, but obviously much of the time I have no phone to call or receive calls on, which is making things much harder.

Answer 1

Hi Redhed
Send us an email using the contact the mods link in my profile and I can have this picked up for you.
The form will give us the details needed to assist further.
Thanks
Stuart
BTCare Community Mod
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