Emergency pendant

[DC1606]

My 97 year old mother in law is about to be switched to EE from Plusnet to preserve her landline. The BT website says we should tell EE about her emergency pendant and request backup in case of a power outage. The phone numbers offered 08000778813 (for EE) and others all lead to a the same message sending app which offers options which give no assistance on how to do this nor the opportunity to speak to someone. Any thoughts please?

[JimM11 · Accepted solution]

@DC1606 Yes, your mother in law get's treated as a special case, and officially an OR Openreach Engineer along with a EE Engineer to make 100% sure all goes well, if it does not the Openreach Engineer is 100% responsible to return the system back to a working connection NO MATTER WHAT.... 

There is way more than JUST a backup power supply connection to be considered. Why is PN not dealing with all off this on your behalf. 

Try also this 0800 079 8586 - Option 1 for Home Broadband & Home Phone free phone number, you need to be with your mother in law if going to speak on her behalf so make sure you are....

Vulnerable customer account help | Accessibility services and support | EE

Support for vulnerable customers | Openreach

[XRaySpeX]

Try calling EE CS on the Freephone no.(Opt 1) in my sig.

[Peter_W]

Welcome to the Community, @DC1606 

I definitely want to make sure we've done all we can with this one. 

Do you know if your mother-in law has a confirmed date for when she's going to switch to EE?

Also please don't share this here in public, but has she received an order number?

Peter

[DC1606]

Thanks for your help, Peter. Switchover due on August 11th. I should be able to do this for her as I have done ours recently. We have checked with pendant people this afternoon and the base is digitally operated and apparently not reliant on the phone line, so should be OK, we think.  Will use the contact number supplied by Xray…above should problems arise.My biggest bugbear is that we were told on the BT website to phone EE on the number ending 813 where I was told to press 1 to speak to someone but all I got was a text message offering various options, none of which seem to have any relevance! I assume she has a contract number, she has the router provided by EE. Can check number tomorrow. Do we need to supply EE with information regarding vulnerability/age? If so, should we do this by setting her up with an EE account or just send an email? Not having a landline during an outage might be a problem for her. She has a mobile phone but can only manage texting with it.

[Peter_W]

Thanks @DC1606 

With the number listed there, if you press 1 this will take you through to our visual menu system, but if you'd prefer just to listen to audio options for call routing, you can press 2 to bypass this. 

When you call, you should be able to mention the details of her vulnerability to flag this on the account, but if you continue to struggle getting through please let us know.

Peter

[JimM11]

@DC1606 In readiness for you switch over, you need the following from EE regarding keeping the system in operation,

1. The EE Hub, not sure which you are going to get.

2. The BBU battery back up unit.

3. The cable for the Hub that you are going to receive from EE to connect up both the Hub and the ONT on a FF Full Fibre connection if indeed the system is already FF or going that way in the distant future, at least you are ready for it backup wise.

4. Your Digital Pendant control box may have a battery backup already installed in it, you just need to do the check on that.

5. When you are with the Mother in law, take some time out, do the call to EE and get yourself registered to the account with your mother in laws vulnerability status also registered, if you need to point it to @Peter_W it will assist in the future, little bit sticky if you are already a EE customer and mobile calling registered to your own account, you just have to stress to the EE CS rep that you are calling about your MIL's account to help, that is were mine always fell over and dealing for my sister who lives 45 miles away from me....

6. Once your landline is up and functional dialing 150 on it will get you connected to EE CS, but the options etc are all still required to get through the system's menu's....

7. Be prepared just in case, the landline switch over can take in certain instances 24-48hrs for it all to gel together, but no longer than that period, if not functional after that get straight on and have EE check it out.

Linked below what the items look like shop wise on the EE Site.

Search results for "battery backup"

[DC1606]

Thanks everyone for your help. I informed EE she was vulnerable. An engineer came who said he had changed something in the cabinet, whatever that is but it wasn’t inside the house, and we were good to go. Everything now up and running. Thanks again.