My Mother-in-Law is 90 years old that has Dementia and mobility issues. We have had to install a camera at her property (with 2 way speech) to make sure she stays safe as she was answering the door to complete strangers in the dark.
Her connection is currently with Plusnet and is ~1.6Mb/s down and well less than ~0.5Mb/s up which causes problems with the camera stream. It was decided to go Full Fibre and we have bought a Digital Home Phone with a backup battery so that she can still accept calls and transfer her existing phone number so that everyone 'carries on as usual' when they call her. She also has a Mobile Network connected 'Lifeline'.
Unfortunately Plusnet do not do Full Fibre with a phone connected and so it was suggested that she transferred to EE who could. Now at 90 years old and with Dementia, she does not understand this new stuff, and so I was there to help guide her through organising the change of Suppliers. I was already Authorised to talk to Plusnet, and when the call was transferred to EE to complete the paperwork, my MIL Authorised me to talk to EE on her behalf about anything on the Account.
Today, after passing of the install date by several weeks, I tried to get some information regarding delivery of the service from EE. The call was answered after about ten minutes or so and I spoke with someone, who told me that Data Protection had to be invoked (understandably!) and there being no mention of me on the account (why, when it was explicitly requested at the time of ordering) he put me on hold while 'he spoke to someone'. There I was, on hold, the call ended and I get a text from 'BT' asking how I rated the service. Anyone like to guess??
I can find nowhere in the Account to send an email too (evidently I can do more if I download the APP - no thank you), so thought this might be a good place to ask if someone, somewhere, somehow, can get some information on when we can expect a functional Full Fibre Service.
You don't even have to answer me, just send a letter to the Account Holder at the installation address (which Openreach marked out and got a Permit to Work signed on 6th February).
I know, there is no account number or names, I do have them but will not post on an open Forum.
Meanwhile, we are trying to protect a 90 year old Lady, with Dementia and mobility issues, from being scammed or injured. It is a big worry for me and especially my Wife, as the MIL is on an internet connection that is nowhere near suitable.
TIA
