This topic

91 year old Dad has moved permanently into a care home - how to cancel his contract with no penalty?

Barber24601 — Wed, 04 Mar 2026 22:25:50 GMT

Hi can anyone help me to get my Dad's broadband and digital phone cancelled as he has moved permanently into a care home due to his deteriorated health. I have LPA . Here's hoping

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no pena

imjolly — Wed, 04 Mar 2026 22:32:58 GMT

This is a customer help customer forum your post does not go to BT

I have asked a forum mod to see if they can help you cancel fathers account. They will post here

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Christopher_G — Thu, 05 Mar 2026 09:21:51 GMT

Hi @Barber24601

Welcome to the community.

I've sent you a private message to see if I can get you some help with your Dad's account. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Thu, 05 Mar 2026 13:28:47 GMT

Im having the same issues as well, being going on for months.

Could someone walk me through the process please.

Being charged £90 a month for something thats not being used since Nov 25

Thanks in advance

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

imjolly — Thu, 05 Mar 2026 13:49:20 GMT

@Stanlee59

did you go through the complaints code of practice by emailing consumer resolution in the link mod posted in message 9 on your own thread.

If not then you need to go back to your own posts and follow the code of practice and email resolutions team

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Thu, 05 Mar 2026 14:20:41 GMT

Have done this now.

I was told the DV installation was needed before we could terminate but speaking to another advisor yesterday he mentioned we could have cancelled the DV order at any time and I would have then still hit the same brickwall.

BT have been exteremly poor over this

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Christopher_G — Thu, 05 Mar 2026 15:44:12 GMT

Hi @Stanlee59

Thanks for reporting it with our complaints team. They'll be able to look into what is happening with the account, and help you find a resolution.

Please keep us posted with what happens.

Chris

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Thu, 05 Mar 2026 17:38:36 GMT

Thank you, in hoping for a swift resolution.

I suspect the call centre works off a script so no negotiation possible.

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Fri, 06 Mar 2026 09:50:46 GMT

what sort of response time is typical for the complaints dept ?

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Peter_W — Fri, 06 Mar 2026 11:02:24 GMT

Good morning @Stanlee59.

We normally recommend up to 7 working days for complaints to be reviewed, but it can be quicker than that.

When was it you originally raised this?

Peter

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Fri, 06 Mar 2026 11:06:48 GMT

Was only yesterday, was just curious about response time given that we'd like to try and avoid paying another £90 in april

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Peter_W — Fri, 06 Mar 2026 12:39:11 GMT

Thanks @Stanlee59.

I totally see where you're coming from here, and am confident this will be picked up soon.

Please keep us posted on how you get on though, and if needs be we can help you chase this.

Peter

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Mon, 09 Mar 2026 17:05:40 GMT

Response today :

Due to the situation where xxxx has been moved into a care home, I have been able to action the cease, however as this has been requested without security from the account holder, the cease has been placed for in 30 days time and will complete on Wednesday the 8th of April to allow enough time for the account holder to be notified.

If you have access to the BT app or website for Jean's broadband account, you can bring the cease date closer, or if we can confirm security with the account holder. The BT equipment will also be requested to be returned and a returns bag will be sent.

I am unable to see where I can do this on the account ?

They did not respond to my request to waive the latest bill either.

Any advice please ?

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Chris__S — Tue, 10 Mar 2026 09:07:22 GMT

Hi @Stanlee59

If you have power of attorney, one of our guides will be able to look into the account for you and give you an update on your request to waive the last bill.

They'll also let you know if it's possible to move the disconnection date of the contract.

Please give us a call and let me know how you get on.

Chris S

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Tue, 10 Mar 2026 09:29:24 GMT

My sister has POA, so I'll ask her to call , quoting the complaint ref ?

What is the best number to call ?

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Chris__S — Tue, 10 Mar 2026 09:47:12 GMT

Thank you @Stanlee59

If you have logged a complaint, it will flag up for the guide as soon as they access the account, so don't worry about having the complaint reference handy.

The number to call us on is 0330 1234 150 .

You can find all of the ways that you can get in touch with us on our Contact us page.

Chris S

Re: 91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

Stanlee59 — Wed, 11 Mar 2026 10:18:30 GMT

Latest response is that we need to prove POA before anything will be actioned.

Given that the incorrect information given back in feb means this is now dragging on so that we now have an outstanding £90 bill for March and I guess will get similar for April now.

I understand process has to be in place but 😫