This topic

Re: My mother is confused and in a care home and I need to cancel her landline

GRW1 — Fri, 27 Sep 2024 09:09:51 GMT

I've just been told the same thing by Customer Services (the individual I spoke with also went away to get advice). They can't take an LPA access code and only way to discuss my mother's account is to get her on the phone first. She's in a care home with dementia. From the earlier chain sounds like there is a process but Customer Services don't seem to know what it is.

Re: My mother is confused and in a care home and I need to cancel her landline

imjolly — Fri, 27 Sep 2024 09:51:57 GMT

this post is similar and the links mod posted may help

https://community.bt.com/t5/Bills-Packages/Cancelling-BT-Broadband-and-landline-Father-in-law-moved-to-care/m-p/2404139

Re: My mother is confused and in a care home and I need to cancel her landline

Leanne_T — Fri, 27 Sep 2024 10:34:00 GMT

Hi @GRW1

I am sorry you have not been able to get the power of attorney set up when calling.

Please let us know if the link @imjolly has helpfully provided helps you with the POA request?

Speak to you soon.

Leanne.

Re: My mother is confused and in a care home and I need to cancel her landline

GRW1 — Fri, 27 Sep 2024 13:26:35 GMT

Thanks. Yes I’ll follow the instructions and hopefully that works. Seems odd that Customer Services don’t know this. It can’t be unusual.

Re: My mother is confused and in a care home and I need to cancel her landline

Leanne_T — Fri, 27 Sep 2024 13:36:19 GMT

Please let me know how you get on @GRW1

Thanks 🙂

Leanne.