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Deceased Parent Billing

lucy9 — Sun, 14 Jun 2026 15:30:54 GMT

My dad died suddenly very recently, leaving my octagenarian mother a whopping BT landline & broadband package deal. The account is in her name but he did all the "techno" bills online. She has no clue with technology and was unaware that he had approved a top of the range package from BT which comes out of their joint account. I first spoke to the online chat who said I could possibly transfer to another provider, I then rang BT (the person I spoke to was very nice) who then said their hands were tied and she has to finish paying the contract and the info I was given online was wrong.

Not only do I have to deal with a grieving 89 year old who watched her husband drop dead, let alone deal with this trauma myself, I now have to pay this bill for her as BT won't budge, and she'll not be able to afford it as she only has her pension now but is not eligible for benefits. She has no need for broadband at all really just a landline. Every other company I've had to inform has been lovely but the company policy needs to change.

I'm at my wit's end.

Re: Deceased Parent Billing

gg30340 — Sun, 14 Jun 2026 16:33:07 GMT

I have notified the moderators of the forum about what has taken place and the apparent wrong information you have been given.

Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Deceased Parent Billing

lucy9 — Sun, 14 Jun 2026 16:51:21 GMT

@gg30340 @Thank you so much

I have emailed BT as well, I really dont want anyone else to have to go through this.

Re: Deceased Parent Billing

Leanne_T — Mon, 15 Jun 2026 07:53:05 GMT

Morning @lucy9

I'm so sorry for your loss and the experience you've when looking for help with the account.

I'm really keen to get you both some help during this very difficult time. To do this I've sent you a private message to your community inbox, if you could take a look and get back to me that would be great.

Leanne.

Re: Deceased Parent Billing

lucy9 — Mon, 15 Jun 2026 11:29:55 GMT

I have just spoken to Neil on the Executive Care Team and he has totally sorted everything and massively helped us.

I cannot praise Neil enough, he went above and beyond and is a thoroughly nice guy. Thank you

Re: Deceased Parent Billing

Linzi_H — Mon, 15 Jun 2026 12:56:11 GMT

Hi @lucy9

I'm so pleased to hear that Neil from our Executive Care Team has been touch and managed to help out. I really appreciate you taking the time to let us know too.

Take care,
Linzi