Contact UC outside online portal?

Genghissian

My son is trying to contact UC.  He came to see us for Christmas and got trapped by lockdown 300 miles from home: UC have tried to call him several times but his phone does not get a mobile signal here.  He eventually got through to the office, explained the situation and asked them to call on our land line but they persist with his mobile.  He is also unable to log into his portal account as his pin number is at his home.
Phone lines are permanenlty engaged and there does not appear to be an email address for enquiries.
Any thoughts on how we might get through to them please?

Spoonie_Turtle

Genghissian said:

My son is trying to contact UC.  He came to see us for Christmas and got trapped by lockdown 300 miles from home: UC have tried to call him several times but his phone does not get a mobile signal here.  He eventually got through to the office, explained the situation and asked them to call on our land line but they persist with his mobile.  He is also unable to log into his portal account as his pin number is at his home.
Phone lines are permanenlty engaged and there does not appear to be an email address for enquiries.
Any thoughts on how we might get through to them please?

 The only way I know of is the phone.  He'll just have to be persistent as it can take a very long time for anyone to answer.  Has he tried calling when they open on the dot?  (That's probably 9am but I'm not 100% sure as it's been a long time since I've had to phone them.)

[Deleted User]

As above phone when they open and are less busy. Must say i'm amazed that his mobile doesn't get a signal in this day and age? isn't there an option "forgot pin" ?
Oh look there is:
https://www.universalcredit.co.uk/login/

NedS

The 0800 number phone lines are certainly open from 8am (may even be earlier) and on Saturday's too. His work coach may be willing to give a direct number for his local jobcentre so he can phone them directly depending if they are working at the office or from home.

tomtom256

They are also only allowed to call you on the number linked to the claim, as it's part of security.
Not sure why he would need his pin though, I presume Personal Security Number, as thats normally only needed if reporting a change of circumstances. If he has forgot his password, just reset it on the gov.uk UC signin page.

I am also not sure why he can't get through on the normal UC 0800 number, it's open Monday to Friday, 8am to 6pm. It can't be constantly engaged owing to how the call centre works.

poppy12345

A pin number isn't needed to sign into your journal, you need your username and password. If he's forgotten what that is then click the "problems signing in" and from that he should be able to change his log in details.

Genghissian

poppy12345 said:

A pin number isn't needed to sign into your journal, you need your username and password. If he's forgotten what that is then click the "problems signing in" and from that he should be able to change his log in details.

You are correct that this is not normally needed but he has gone through password reset and in order to confirm that he is being asked to log in with his pin.  I think he will have to keep trying on the phone and\or wait until we can get him home in 

Genghissian

venison said:

As above phone when they open and are less busy. Must say i'm amazed that his mobile doesn't get a signal in this day and age? isn't there an option "forgot pin" ?
Oh look there is:
https://www.universalcredit.co.uk/login/

Venison - darkest Devon, mobile signal and indeed things like national radio are not guaranteed.  And yes there is a "forgot pin" option but this requires them to call you back on the registered number which is the mobile which does not get a signal, which is where we came in!  Or they will post a new one to your address, except he isn't there due to lockdown.  Catch 22.  Will have to keep trying on the phone line.

sammyjammy

I wouldn't be surprised if his claim is now suspended or closed due to lack of contact.  From their point of view this all looks very dodgy I would imagine.  Can he walk to where the nearest signal is and use his phone for a callback?

pmduk

NedS said:

The 0800 number phone lines are certainly open from 8am (may even be earlier) and on Saturday's too. 

The UC number, 08003285644 is not open on a Saturday (well, when I last used it on Feb) , I know there are plans to open some jobcentres on Saturday, so hopefully the phone hours will be extended as well, after all, UC is intended to be a benefit encompassing working people.
I've always found it best to call as close to 8am as possible.

huckster

Any reason why they cannot travel to nearest hill where there may be a mobile signal and then try to phone UC helpline ?

If there is any reason for being housebound, is there a local support worker who can help you ?