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You can join BT but you can never leave...

richmand100 — Tue, 14 Oct 2025 16:13:04 GMT

I hold power of attorney for my sister who has now moved to a nursing home. I have phoned to cancel her phone and broadband in july, august and september, each time I was told it would be cancelled and they would stop billing and also send a envelope for returning the router. A new bill just arrived for October!!!

Phoning is painful as it seems designed to discourage contact?

Any ideas how to proceed now?

Re: You can join BT but you can never leave...

Kimberlin — Tue, 14 Oct 2025 16:27:34 GMT

@richmand100 Have you followed the advice given in this link?

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

Re: You can join BT but you can never leave...

richmand100 — Tue, 14 Oct 2025 16:40:04 GMT

Thanks but on each phone call they said I had been authorised as LPA.

Re: You can join BT but you can never leave...

gg30340 — Tue, 14 Oct 2025 17:01:49 GMT

You will need to call BT Billing 0330.1234.150 and raise a complaint.

If that does not help the next course would be to email the BT CEO, you will find her email address with an Internet search. She will not get the email but her Executive Team will and they should be able to deal with it.

Re: You can join BT but you can never leave...

richmand100 — Tue, 14 Oct 2025 18:29:22 GMT

Thankyou for your reply, another phone call...sigh

Re: You can join BT but you can never leave...

imjolly — Wed, 15 Oct 2025 09:19:04 GMT

you can try contacting consumer resolutions using the email shown in this link. this team have helped many poster get reply

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf