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Cancelling broadband only service following parents death

Wynn1929 — Tue, 28 May 2024 11:13:40 GMT

Sadly my mum died recently so her house is now empty & up for sale.

For the last few days I've been trying on the phone to cancel the broadband contract (which is now in my name) but BT seem to be struggling to do this for what they say are 'technical reasons'.

Can anyone help me?

Cheers, Andrew

Re: Cancelling broadband only service following parents death

PaddyB — Tue, 28 May 2024 11:16:00 GMT

Hi @Wynn1929,

Thank you for posting. I'm sorry to read about your Mom's passing, I know how difficult this must be for you and your Family. Please send me the account details and I'll help you to close that 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: Cancelling broadband only service following parents death

chrisjp — Tue, 28 May 2024 11:41:32 GMT

There seem to be many similar postings about difficulties in closing accounts.
Why oh why is BT unable to do this efficiently, especially in sad bereavement cases like this one?

Re: Cancelling broadband only service following parents death

Wynn1929 — Tue, 28 May 2024 15:56:37 GMT

Thank-you for your reply PaddyB.

However, earlier to-day I did finally manage to get through to a Sales Team specialist who apologised for her colleagues mistakes & who was able to cancel the service as requested. She told me her colleagues should have referred the case to her earlier rather than cause a delay & even waived the 30-days notice requirement by way of an apology for the poor service.

So now all is well.

Kind Regards, Andrew