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Third party cancel services

hazzabhoy — Wed, 29 Jul 2026 12:44:15 GMT

Hi question if a named third party on an account who manages account places orders etc calls to cancel account as grandfather has been put in care home with dementia and told not possible unless a POA is in place, which is not possible as has dementia and would not be of sound mind to put one in place now. Friend was told nothing could be done until a poa or death certificate. Surely this is not the case? Cancelations could be done in past just not within 14 day window to allow BT to contact account holder, has this changed? Or does account have to be open until death?

Re: Third party cancel services

Rach_H — Wed, 29 Jul 2026 16:13:03 GMT

Hi @hazzabhoy,

Thanks for coming to the Community!

I'm sorry to hear about your friend's grandfather and the trouble they've had when they've reached out to our team. Would you be able to ask your friend to reach out to us here on the Community, so we can see what we can do?

Rach

Re: Third party cancel services

hazzabhoy — Wed, 29 Jul 2026 16:29:20 GMT

I’ll ask him to jump on, the guides on phone haven’t been particularly helpful

Re: Third party cancel services

Lackie95 — Wed, 29 Jul 2026 17:04:51 GMT

Hi Rach

its my grandpas account, he has broadband, tv and mobile, we want to keep the mobile as he will still phone my mum with it, she’s the only person he can carry a conversation with these days but other than that he’s not of sound mind anymore, as we can’t move the broadband and tv into the care home I wanted to cancel it down, I phoned yesterday and they were asking for me a poa code, surely there is an easier way of resolving this as I wasn’t particularly happy with how the call to Bt went yesterday, any help you could give me would be much appreciated.

thank you

Re: Third party cancel services

Rach_H — Wed, 29 Jul 2026 17:38:38 GMT

Hi @Lackie95,

Welcome to the Community!

Thanks so much for getting in touch with us. I've popped you through a Private Message so we can take a look into this for you.

Rach