If only you knew just how lenient BT tech support was asked to be when dealing with the elderly or infirm while I was there
When I was there we were always told if the customer is elderly or infirm then we didn't have to make them take the socket cover off unless they were happy to do so, if they couldn't do any of the tests themselves we would always send an engineer round to sort it for them without charging.
I actually spent 5 minutes explaining to a pensionner how to get a new phone every year since she was still renting. Then I arranged for her replacement and added a note to her record for someone to call her back after the phone was signed for to check if the fault was still there...... we weren't all a bunch of heartless sh**s you know