Disabled Pensioner Gets Apology After Landline Cut-off

BT has apologised to a 79-year-old customer, after accidentally disconnecting her phone and leaving her unable to call her family or carers.

Alvaston, Derbyshire resident Joyce Skerskans, who is disabled, had originally contacted the telecom provider to switch her phone account to her own name after the death of her husband last year. An apparent administrative mistake, however, meant that this number was subsequently cut off entirely.

This meant that, when Mrs Skerskans found that her Care Link Service - a special phone hotline which connects her directly to social services - was not working last Friday, she was forced to ask passers-by to help her.

Speaking to the Derbyshire Evening Telegraph, Mrs Skerskans' son-in-law, Bob Mays, said: "I called BT myself and said I wanted the phone reconnected straight away as it could be a matter of life or death but was told that this could take up to 48 hours and a new contract would have to be signed." The phone company also said that the number had been cut off due to a "problem" with the bill. An alternative number was then found by Mr Mays through a relative who worked at BT, which led to the phone line being reconnected later that night.

Mrs Skerskans said: "I couldn't pay my bills any quicker. The day they arrive I either send off a cheque or pay it at the post office. They said they had tried to call and let me know they were cutting me off but I don't often leave the house and was in all week."

Responding, a spokesman for BT added: "We would wish to apologise for the problems encountered. We will investigate this and will be in contact to discuss the matter."