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Dad with dementia has moved to a care home and unable to cancel contract with POA. Help??

VB75 — Sun, 27 Sep 2026 19:12:43 GMT

I spoke to an adviser who said I can't cancel my Dad's contract without sending in 15 page POA. He didn't know about the gateway code system. Seems crazy and we just can't afford to keep paying it each month at an empty house.

Re: Dad with dementia has moved to a care home and unable to cancel contract with POA. Help??

imjolly — Sun, 27 Sep 2026 21:03:18 GMT

Do you have a POA? Gateway systems appears a method of accessing government or HMRC data

Are you able to phone CS 03301234150 and get your father to confirm you can speak on his behalf ?

Re: Dad with dementia has moved to a care home and unable to cancel contract with POA. Help??

VB75 — Mon, 28 Sep 2026 06:50:20 GMT

We do have the HMRC access code but advisor said they don't accept that. Dad is too unwell and confused to speak on the phone. He has 24 hour care now.

Re: Dad with dementia has moved to a care home and unable to cancel contract with POA. Help??

Peter_W — Mon, 28 Sep 2026 10:02:17 GMT

Welcome to the Community, @VB75

We don't currently accept access codes as proof of Power of Attorney, but as soon as you've provided the relevant documents you'll be able to take control of the account to request cancellation.

You can find more details on the forms we accept and how to apply here:

What Power of Attorney (PoA) does BT accept? | BT Help

Peter