An elderly parent living alone with medical issues depends on a working landline for their lifeline alarm to work. The line failed, was reported via the phone link and a message reported that it would be fixed one week hence. When I questioned it and explained the situation, the matter was raised to priority as a welfare concern, and the line was fixed in less than 24 hours. The engineer was very pleasant and checked thoroughly that everything was working. Special thanks to Jyoti whose help on the telephone, and whose understanding, empathetic approach and a thorough approach to getting the situation resolved, has prevented the family from having another six days of worry, and has saved a person in their nineties from being afraid in case of any eventualities. Thank you so much.