topic Help your help please in Network

Help your help please

MLC — Thu, 24 Aug 2023 18:23:25 GMT

My 90 year old father is in France and suddenly he can't make calls - he is getting very confused and is wondering what has happened? He says he thinks there is a problem with his subscription (as he calls it) but there can't be as I'm sure he pays by DD.

Can anyone help please I'm getting a bit concerned as he is feeling very isolated and unconnected. he can still receive calls

Thanks in advance

Re: Help your help please

PROates — Fri, 25 Aug 2023 12:38:00 GMT

Has your father reached his monthly 'Spend Cap' in his account settings?

Re: Help your help please

JonathanB — Mon, 28 Aug 2023 09:55:26 GMT

Hi @MLC,

Our Customer Wellness Team help to support customers with accessibility needs, or who are in vulnerable situations. We'd still need to speak to the account holder, but they may be able to help set up a secondary contact with his permission, or if you or anyone else holds Power of Attorney on his behalf they can register this.

You can find all the ways to get in touch with them here.

We may be able to give general help on the community though. Has he been able to explain what error message if any he's seeing or hearing when he tries to make calls?

Thanks,
Jonathan