This topic

Cancelling package for elderly father moving into permanent care home -fee waiver request

kathyburgers — Wed, 07 Oct 2026 10:17:39 GMT

Hi everyone,

I am looking for some help from a BT Moderator regarding my elderly father’s account. He has recently moved permanently into a residential care home due to his health and no longer has any need for his BT package.

Because of his situation, we need to cancel the account completely. I understand that he may still be within a minimum contract period, but given that this is a permanent move into long-term care, I am requesting that any early termination fees be waived on compassionate grounds.

I would be incredibly grateful if a BT Moderator could look into this for me, send me a private message, and help us get this sorted out during what is already a very difficult time for our family.

Thank you in advance.

Re: Cancelling package for elderly father moving into permanent care home -fee waiver request

licquorice — Wed, 07 Oct 2026 10:30:42 GMT

First of all the moderators no longer have account access and even if they did, their role is to provide assistance where normal channels fail not to provide a shortcut.

I'm afraid you will need to contact customer services and unless you have registered a POA with BT, your father will need to speak to them first to confirm you are authorised to act on his behalf.

Re: Cancelling package for elderly father moving into permanent care home -fee waiver request

kathyburgers — Wed, 07 Oct 2026 10:59:00 GMT

I have contacted customer services and they just told me I have to pay they wernt very helpful. Ive done some research and they can waiver the fees.

Re: Cancelling package for elderly father moving into permanent care home -fee waiver request

imjolly — Wed, 07 Oct 2026 11:07:20 GMT

do you have POA as posted by @licquorice so you can talk on your father's behalf?

https://www.bt.com/help/account-and-billing/what-power-of-attorney--poa--does-bt-accept-

Re: Cancelling package for elderly father moving into permanent care home -fee waiver request

kathyburgers — Wed, 07 Oct 2026 11:07:48 GMT

Yes I have a POA

Re: Cancelling package for elderly father moving into permanent care home -fee waiver request

Lesley_W — Thu, 08 Oct 2026 13:23:44 GMT

Hi @kathyburgers

Welcome to our community.

I'm sorry to hear about your Father's health and the trouble you have had when getting in touch about this.

I've sent you a private message to your Community inbox to see if I can help further.

Lesley