Grieving widow cut off and dementia sufferer 'told to buy an iPhone'

A GRIEVING 70-year-old woman was without a phone line for 16 days after her husband died and a dementia sufferer was told to buy an iPhone in case of power outages, despite not knowing how to use a mobile.

- By DALE SPRIDGEON

‘The “alarming” examples are among the experiences a digital skills tutor Wendy Cleaver gathered from her students in the Barmouth, Tywyn, and Harlech areas, and who had been customers of phone and broadband provider BT.

In another example a retired farmer was said to be paying £355 quarter for a business line when he didn’t run a business any more.

They have prompted an MP to call for an independent audit of BT’s processes when it comes to dealing with elderly and vulnerable customers.

BT said it was “committed to supporting our vulnerable customers” but was unable to comment on the cases raised until “further details” are provided.

During her community sessions, run through Coleg Meirion-Dwyfor (part of Grwp Llan-drillo Menai) Ms Cleaver helps people get to grips with new technology.

She noticed some seemed to be paying higher tariffs often for services they didn’t need or understand, or were having issues sorting phone or broadband packages and needed her help.

“Many of my students come from the older generation, they didn’t grow up with phones and computers, some were vulnerable, widowed, living alone or disabled,’ she said.

“They didn’t have the digital skills, knowledge or confidence to move between providers. Many stayed loyal to BT, a recognised name to them, some were afraid of losing their landlines.

“The digital switchover has completely confused a lot and others found it hard to understand the tech-jargon, some didn’t understand the Digital Voice system’

It is a technology that enables phone calls to be made over the internet instead of traditional phone lines.