This topic

TV package cancellation due to dementia

Bargainmum1 — Sat, 20 Jun 2026 15:47:44 GMT

Mum has long standing delirium, has been told this is likely dementia and has been referred to memory team for diagnosis. Trying to use the BT TV package that she’s had for many years was causing significant confusion so we’ve taken it out. Tried to cancel the tv only (still happy to keep broadband and landline as she needs these) but told we will have to pay £298 as she’s in contract.

Call handler disinterested and morally it feels poor of BT. Has anyone else had experience of this?

Re: TV package cancellation due to dementia

AnonWorker — Sun, 21 Jun 2026 17:37:07 GMT

Try to speak to the value team to check if there are any specific processes for vulnerable customers. x

Re: TV package cancellation due to dementia

shakey1981 — Sun, 21 Jun 2026 18:36:34 GMT

https://www.bt.com/help/contact-bt/complaints

this should then enable the executive complaints team too look into this might be idea to tell them that your doing this on behalf of the account holder that has dementia

scroll down to

"Still have a complaint?"

then press online log in to start a xomplaint

Re: TV package cancellation due to dementia

Katie_B — Mon, 22 Jun 2026 10:18:04 GMT

Hi @Bargainmum1.

Thanks for coming here.

I have sent you over a private message to discuss this further.

Speak soon,

Katie