This topic

Bereavement

jonas66 — Mon, 26 Oct 2026 13:38:20 GMT

My elderly father passed away on 14th August, I notified BT of this via the online form on 18th August, and received an email response confirming his account had been closed and a final bill would be processed etc, followed by a letter also confirming this.

He only had a basic Home Phone Standard service and as he had been in hospital and then a care home for 5 months prior to his passing the only cost on his account was line rental. There should have been a small refund due but my estimate of the amount it's so small I really don't care about that.

Two or three weeks went by with no sign of a final bill, which I didn't really give a thought about. Then my father received a letter stating that his order to cancel his home phone service had been cancelled (no reason given) and that his service and contract would be put back in place.

I phoned and spoke to the bereavement team, who initiated another account stop, only again for two or three weeks later another letter to my father saying the account stop had been cancelled. Again I call the bereavement team who initiate a stop and I believe now a support log has been left open, as the last few weeks there have been a number of letters to my father cancelling then re-instating the account stop.

This morning there has now been a letter addressed to my father stating that the direct debit for his quarterly line rental has failed because his bank have cancelled it and that he should contact billing to pay the outstanding balance and set up a new direct debit.

I'm getting a bit fed up with this now, obviously as he's deceased he won't be paying anything and if that leads to his account being closed / line being cut off...... then that's what I've been trying to get done for the last two & half months!!

Re: Bereavement

imjolly — Mon, 26 Oct 2026 13:44:24 GMT

you could try contacting the billing team using message now instead of phoning CS and hopefully sort it out once and for all

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

Re: Bereavement

chrisjp — Mon, 26 Oct 2026 17:51:55 GMT

"I'm getting a bit fed up with this now, obviously as he's deceased he won't be paying anything and if that leads to his account being closed / line being cut off...... then that's what I've been trying to get done for the last two & half months!!"

I'm sorry for your bereavement.
Given BT's incompetance, what you say is a tempting way forward. The possible downside is BT recording this as an unpaid debt and it affecting a credit record. Of course, if this is just your Father's record, it is little or no concern, but be wary it is not recorded against yourself if you are acting on the Father's behalf.

Re: Bereavement

Peter_W — Tue, 27 Oct 2026 11:06:37 GMT

Thank you for taking the time to share your experience here, @jonas66

My condolences for your father, too.

I appreciate this is the last thing you'll want to be worrying about, and I'm keen to ensure we've done all we can to support you with this.

I've just sent you over a private message so we can take a few more details and ensure you get everything sorted out.

Speak soon,

Peter