BT Priority Fault Repair Scheme - ASAP repair for BT line faults, including Christmas Day

BT Priority Fault Repair Scheme - ASAP repair for BT line faults, including Christmas Day

Found 4th Oct 2017
If you have it, we’ll give you priority by dealing with your faults as soon as we can, every day of the year including Christmas Day.

Who can apply?

You can apply to get it if there’s someone at risk in your household. But there are a few conditions to the service.

You’ll need to rent your line from BT
you, or someone who lives with you, will need to be registered as ‘chronically sick and disabled’ by your local authority social services under the Chronically Sick & Disabled Persons Act (CSDPA) 1970.

We are aware of the Care Act 2014 and currently assessing potential changes on eligibility for Free Priority Fault Repair.


you’re incapacitated and housebound because of a chronic long-term illness or disability, which stops you leaving the house without help (for example, if you’re on the National Organ Transplant waiting list).

We can't give you the scheme if:

you get your line through another service provider
you've got a BT line and you live in warden-controlled premises, a residential nursing home, care home or similar
Your line is used for alarm monitoring stations, control rooms or any other types of alarm lines or installations

For more information, download our Free Priority Fault Repair Scheme guide

How to apply

Fill out the application form that comes with the booklet on the Free Priority Fault Repair Scheme. To get it, call 0800 800 150

Please note: we’ll prioritise your repair over standard care levels but there may be circumstances beyond our control that mean we can’t. For example, inclement weather conditions like floods or storms can stop our engineers carrying out repairs to overhead cables or working down manholes. It’s important to make sure that the service reaches the people who need it most. So we have a rigid set of criteria and all applications must be countersigned by a doctor or hospital consultant, with an official doctor’s or hospital stamp also included. The doctor will also need to confirm their General Medical Council (GMC) number.
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That's nice of them to offer to repair a fault they've created that you already pay c. £240 a year for ?
I’m glad to hear the vulnerable in our society get priority for once
It is BT open reach who carry out repairs and they are a separate company to BT.

BT install software on their lines that deliberately slows you down. BT ( Bl##dy terrible) company ; if you do report a fault the only good thing is you will be able to ask what the weather is like in India!
Its just openreach mate, not BT openreach.
It's sad to see that the community here has voted this cold. Regardless of how you view BT at the end of the day there are people who have parents etc who have BT that won't realise they can get this. It really works btw. Usually people who have a care alarm will be made aware of this. However even without will be able to get this.
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