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Account holder name change after bereavement

Odie6675 — Wed, 19 Aug 2026 13:26:38 GMT

We recently changed a BT account over to my mother-in-law after my father-in-law passed away. At the same time we arranged for her to be moved to a digital phone line and a new package. She has been receiving emails addressed to her so BT recognise her as the account holder. However when we log in to the account it states my father-in-laws name and date of birth. After an hour on the phone today we still do not have a resolution to this. Any suggestions? I am thinking of resorting to a physical letter (if I am able to locate an address!). Thank you

Re: Account holder name change after bereavement

imjolly — Wed, 19 Aug 2026 13:30:45 GMT

try contacting billing using message now and see if they can help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Account holder name change after bereavement

Katie_J — Wed, 19 Aug 2026 16:40:51 GMT

Hi @Odie6675.

Thanks for coming here and bringing this to our attention.

I have sent you a private message to get this looked into further.

Speak soon,

Katie