A nan returning from a trip to Ireland after a family emergency was wrongly told to quarantine for 10 days by a government call-handler.
Jane Kenny, 63, and her 67-year-old husband Gary flew back on February 28 from the Republic of Ireland, where they had been helping their son with childcare while his wife was in hospital.
The Garston couple both paid for a coronavirus test to allow them to travel, and remained indoors during their stay as they cared for their grandchildren.
Under a recent toughening up of travel rules, anyone returning to the UK from abroad must self-isolate for 10 days - but the common travel area including Ireland, the Channel Islands and the Isle of Man is exempt.
Later on the day of their return Mrs Kenny, who has a rare form of cancer, received a call from a member of the Isolation Assurance Team (IAT), a service to help people stick to the rules after travelling.
She told the ECHO: "She asked if we were isolating, and I said no, because we don't have to, we have been to Ireland.
"She asked if I meant Northern Ireland, and I said no, southern Ireland. I said according to the latest guidance Ireland is exempt.
"She didn't seem to know anything about this and she put me on hold for ages. I could hear her typing away in the background.
"When she came back she said 'I'm sorry, I will mark it on the file."
But Jane and Gary, who has Parkinson's Disease, were then contacted again on March 2 by another member of the IAT.
Jane said: "Gary got a call, he is a bit deaf and he has Parkinson's, and he said to me 'she is telling us we have to self-isolate'.
"I don't think it is very good at all that they don't know their own advice. We knew we didn't have to self-isolate but other people might just go along with it.
"There could be vulnerable or older people stuck inside for 10 days for no reason."
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The Department of Health and Social Care confirmed incorrect advice had been given.
A spokesman said: "Every effort is made to ensure that call handlers working for the IAS are aware of the latest guidance, including the regular provision of FAQs
"IAS call handlers are informed that arrivals from the common travel area which includes The Republic of Ireland do not have to self-isolate, although they would have to observe the local lockdown rules.
"We have an ongoing training programme in place for the IAS to ensure consistency and quality in the service, and any feedback we receive is helpful in support of this."
