Connection issues

[PClark1]

Hi, my mum chose to go to full fibre from copper.  The company has failed to connect her to the service. She has been without the internet and phone line since the go live date 22nd October 2025. She is 88 and is waiting for urgent treatment in hospital. The stress is taking its toll on her fragile health. I am the only one who is able to help her. I have tried multiple time to have this issue resolved and at every turn the company have failed to act. Furthermore, I am getting very upset watching my mum's health get worse because of the issue. Moreover, I need to speak to a manager about this issue, but that's a pipe dream. How do I get help with this.

[Mandisa-TT]

Thank you @Gliwmaeden2 

[Gliwmaeden2]

Have you got PoA or nominated user status in order to help her, @PClark1?

Please put your own details in Personal Information and your mother's details in Private Notes, further down the Personal Information area. SAVE CHANGES. 

You access the profile area via your avatar; settings etc.

[Mandisa-TT]

Hi @PClark1 Thank you for reaching out and sharing your concerns. I understand how distressing it must be for you and your mum, especially given her health condition and the urgency of her situation. Could you please clarify whether you are the account holder or if your mum is the account holder for the account in question?