This topic

Mum in Nursing home and we don't need the landline

radiorose81 — Mon, 29 Sep 2025 12:25:42 GMT

My Mum went into a nursing home temporarily in December, and we continued to pay her phone bills.

However since June, it is clear that she will not be returning home and we now need to cancel the landline altogether as its not being used. The bill is due again in October (direct debit quarterly) and would like to cancel it before then.

I cannot work out how to do this online, Mum is unable to do this herself. I do have Power of Attorney for her. There's a section to fill in if someone is deceased but not for an empty house due to care home.

Any advice, or could one of the mods help me.

Re: Mum in Nursing home and we don't need the landline

gg30340 — Mon, 29 Sep 2025 13:21:20 GMT

If you have POA have a read through this.

https://www.bt.com/help/account-and-billing/what-power-of-attorney--poa--does-bt-accept-

Re: Mum in Nursing home and we don't need the landline

imjolly — Mon, 29 Sep 2025 13:23:47 GMT

I have asked the forum mods to help you get through to correct help they will post here

Re: Mum in Nursing home and we don't need the landline

radiorose81 — Mon, 29 Sep 2025 13:54:43 GMT

Ive already read this but it doesn't help me cancel the landline - there's no way of contacting anyone - pretty sure i already registered our LPA with BT

Re: Mum in Nursing home and we don't need the landline

gg30340 — Mon, 29 Sep 2025 13:59:20 GMT

If you are registered you will need to call BT Billing 0330.1234.150 in order to cancel. It can not be done online.

Re: Mum in Nursing home and we don't need the landline

radiorose81 — Mon, 29 Sep 2025 14:35:52 GMT

How strange this day and age not to have an online option to complete as and when i am able. I am at work and cannot be using the phone in office hours.

Plus it says you need to call from that home landline - I don't live near my Mum's house!

Re: Mum in Nursing home and we don't need the landline

gg30340 — Mon, 29 Sep 2025 14:42:47 GMT

I do not work for BT, I am only passing on the information àvailable.

As per a previous message the moderators have been informed and they may be able to help if there is an alternative method.

Re: Mum in Nursing home and we don't need the landline

Linzi_H — Tue, 30 Sep 2025 07:56:52 GMT

Hi @radiorose81

I've sent you a Private Message asking for more information so I can help further.

Please get back to me when you can.

Linzi