This topic

How to cancel a Bt telephone and broadband contract when someone moves into a care home

r56mini — Thu, 11 Jan 2024 11:06:48 GMT

my mum who is 88 is now unable to live on her own at home as she has become very confused and we have had to move her into a care home. I have lasting power of attorney over finances and wanted to know how I go about cancelling broadband & telephone. she had nearly a year and a half left on the contract and was hoping under the circumstances any fees for cancelling the contract early could be waived. She has been with by for over 50 years and I would be grateful of any help

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

Keith_Beddoe — Thu, 11 Jan 2024 11:11:26 GMT

@r56mini

Welcome to this user forum for BT Retail phone and broadband customers.

I have asked a moderator to help, they will post here.

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

PaddyB — Thu, 11 Jan 2024 11:11:57 GMT

Hi @r56mini,

Welcome to the Community and thank you for posting. If you send me in your details, I'd be more than happy to take a look at this for you and we can discuss the best way forward regarding your Mom's account.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

r56mini — Thu, 11 Jan 2024 11:12:10 GMT

That’s

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

r56mini — Thu, 11 Jan 2024 11:12:27 GMT

Thanks

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

r56mini — Mon, 15 Jan 2024 15:43:39 GMT

Hi paddy

ive Sent over the info you requested via private message last Thursday, can you confirm u have received it and passed it on

thanks neil

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

NeilO — Mon, 15 Jan 2024 16:06:08 GMT

Hi @r56mini sorry about the delay, one of my colleagues will be in touch with you today.

Neil

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

DanielS — Mon, 15 Jan 2024 18:00:48 GMT

Hi @r56mini,

Thank you for taking the time to speak with me today.

I'm happy that I was able to fully help you and your Mum with this.

Take care for now and feel free to get in touch any time.

Thanks

DanielS

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

r56mini — Mon, 22 Jan 2024 19:29:02 GMT

Hi, can I just check will any credit on the account be automatically refunded once the broadband and phone line have been cancelled

thanks

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

licquorice — Mon, 22 Jan 2024 21:13:37 GMT

Yes

Re: How to cancel a Bt telephone and broadband contract when someone moves into a care home

DanielS — Tue, 23 Jan 2024 16:49:14 GMT

Hi @r56mini,

As @licquorice says, yes. Once the account has been fully stopped, a final bill will be produced 8 days later. This will show the correction to your bill for any future dates that you were charged for. If there is a credit, it will be sent back to the bank account that is associated to the account.

Feel free to get in touch with me if you need help after the bill has been produced.

Thank you
DanielS