This topic

Cancel BT Contract - my Mum's moved into a Care Home

Wynn1929 — Wed, 27 Sep 2023 09:32:08 GMT

Hello.

I'm posting this on behalf of my 94 year old Mum for whom I have Power of Attorney.

Sadly she has recently had to move into a Nursing Home permanently due to severe illness. To help pay for this my brother & I are trying to save on costs which includes her £80/month BT broadband package which we'd like to cancel, or at least drastically downgrade, since the house is now unoccupied.

Yesterday I rang the loyalty team & explained the situation hoping there'd be an exception to the hefty early termination costs of around £300 but was told this was not possible unless the customer is dead. Disingenuously they did offer me the chance to switch the account to my name for a 24 month basic package at £30/month but only when I probed further details did I realise this meant it couldn't be cancelled when my Mum dies since it was in my name.

I've not had this problem with other utility suppliers & my Mum's been a very loyal BT customer since we first had a landline at home in the 1960s. Surely it's possible under these circumstances for a cancellation without an early termination penalty?

Can you advice on how this could be done on compassionate grounds?

Thank-you for any help you can offer.

Kind Regards, Andrew

Re: Cancel BT Contract - my Mum's moved into a Care Home

imjolly — Wed, 27 Sep 2023 09:37:08 GMT

I have asked the forum mods who are BT employees to help they will post here

you should be able to cancel free under circumstances

Re: Cancel BT Contract - my Mum's moved into a Care Home

DavidM — Wed, 27 Sep 2023 10:06:14 GMT

Hi @Wynn1929 and welcome to our community.

I'm sorry to hear your mum is unwell and you're having problems cancelling her account. I can help. I'll need some details so check your inbox for my message and drop me a reply.

Cheers

David

Re: Cancel BT Contract - my Mum's moved into a Care Home

Keith_Beddoe — Tue, 28 May 2024 08:21:40 GMT

@Wynn1929

Your last post today contained personal information, so I have removed it from public view, so it can be edited by a moderator, who will also read what you have posted.

Re: Cancel BT Contract - my Mum's moved into a Care Home

Wynn1929 — Tue, 28 May 2024 08:26:09 GMT

Sorry about that but i'm frustrated that the people on the phone aren't helping me.

Re: Cancel BT Contract - my Mum's moved into a Care Home

Keith_Beddoe — Tue, 28 May 2024 08:31:57 GMT

@Wynn1929

Hopefully this can be resolved. It may be because you put the account in your name instead of actually cancelling it.

Only a moderator can look into this. One of them should pick up your message, as they can still view it.