Capita keep putting phone down before I can get to the phone for my assessment. Anyone else? — Scope | Disability forum
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Capita keep putting phone down before I can get to the phone for my assessment. Anyone else?

vonnie23 Member Posts: 4 Listener
edited September 20 in PIP, DLA, and AA
I'm new to scope, I am having major problems with Capita over telephone assessment,the assessment failed twice, because the assessor is not allowing the phone long enough to ring for me to answer it.i have cerebellar ataxia neuropathy vestibular areflexia and chronic inflammatory demyelinating polyneuropathy, my hand eye coordination is terrible,my sight reduced by 40% ..the assessor when calling hear the ring at their end but it's delayed ring at mine,so because I don't answer literally with seconds they are putting the phone down,classing it as a missed call...Has anyone else had this experience


  • Tori_Scope
    Tori_Scope Posts: 6,115

    Scope community team

    Welcome to the community @vonnie23 :) Thanks for joining. Just to let you know, I've renamed your post slightly and moved it into our PIP category.

    I'm sorry to hear that you've been having this problem. Is it a landline you're using? 
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  • Teddybear12
    Teddybear12 Member Posts: 782 Pioneering
    Hi @vonnie23 Sorry to hear you are having problems. Why is there a delay with the phone ringing at your end? Is this something that can be fixed ? I hope you soon manage to sort things out. Take care.
  • vonnie23
    vonnie23 Member Posts: 4 Listener
    Yes it is a landline, my husband even did a test call (as capita use witheld number,we made sure that wasn't barred)
    The issue is,they allegedly ring,but my phone doesn't ring just flashed up missed call witheld number.when we did test call from Mobile, on the mobile you hear ringing,but the landline does not ring immediately there's a delay..
  • poppy123456
    poppy123456 Member Posts: 23,910 Disability Gamechanger
    Sounds like there could be problems with your phone. Have you tried a different phone? Do you have a mobile number that they can ring you on?
  • vonnie23
    vonnie23 Member Posts: 4 Listener
    There's nothing wrong with my phone,I have had test calls done by BT,also by neighbours..BT say they believe Capita when they call it comes via the phone exchange and Capita are cancelling the call after two rings,which is not enough to come through to my landline...We are in rural Lincolnshire we do not get a mobile signal in the house
  • Teddybear12
    Teddybear12 Member Posts: 782 Pioneering
    edited September 19
    @vonnie23 Can you let them know that they need to let the phone ring for longer and explain why ? Mind you most people would struggle to reach a land line within two rings. Good luck.
  • vonnie23
    vonnie23 Member Posts: 4 Listener
     I have informed capita of this by 4 emails,no response,even sent a video of a neighbor using there mobile ( they're on different network)ringing my number,you can hear ringing,but my landline doesn't ring for at least 4 rings after... I informed them by phone,also informed PIP, it falls on deaf is though getting very distressing now


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