This topic

Cancelling Landline

AB8 — Tue, 05 Nov 2024 08:26:11 GMT

I must cancel my landline because I'm moving. I'm profoundly deaf and cannot use the phone or ask my neighbours (or Relay UK assistants!) to sit in a phone queue for hours. What are my options? An email address or a webchat would not just be helpful but necessary.

Thank you for any help with this.

Re: Cancelling Landline

Anonymous — Tue, 05 Nov 2024 08:40:29 GMT

For some odd reason there's no chat facility for landlines, so try the broadband one instead.

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

That's assuming you want to cancel outright & not move your service to the new address?

https://www.bt.com/exp/moving-home

Re: Cancelling Landline

AB8 — Tue, 05 Nov 2024 08:58:19 GMT

Hi, thanks for the response! I gave it a go, and told it I wanted to cancel, so it gave me a list of products, and when I selected 'landline', it replied:

"Sorry, our messaging team can't help with this. To speak with a member of our team, please call 150 from a BT mobile, or 0800 783 1401. Our lines are open 8am to 9pm Monday to Friday and 8am to 8pm on Saturdays and Sundays."

I got my broadband cancelled (another, smaller company) simply by sending one email, so I can't think why BT isn't as easy to talk to. 😕

Re: Cancelling Landline

Anonymous — Tue, 05 Nov 2024 09:12:41 GMT

Just further evidence of the low esteem in which BT hold their customers I'm afraid. Although actively discriminating against those with accessibility needs is a new low. 😠

Maybe try selecting broadband & when you actually get through to someone, explain the situation?

Hopefully a Moderator will step up & offer to help. They don't have account access but maybe can get get someone who does to contact you.

Re: Cancelling Landline

gg30340 — Tue, 05 Nov 2024 09:12:55 GMT

Have you tried this service?

Here For You | Help for customers with an impairment | BT Help

Re: Cancelling Landline

Anonymous — Tue, 05 Nov 2024 09:26:00 GMT

@gg30340

As the OP has said, the Relay service isn't going to sit on hold for an hour waiting for BT.

Unfortunately the Register link goes to the same Contact Us page, with no chat option for landline.

Perhaps you could flag this for Mod attention?

Re: Cancelling Landline

AB8 — Tue, 12 Nov 2024 14:17:13 GMT

Thanks very much... apologies for the silence ... so much going on. I am getting back now to say this suggestion helped, though when I picked the Broadband option, I got the same response that I did for the Landline option, so then I tried Accounts & Billing. I got through to an advisor and said it was urgent, my last hope and I needed a moderator, and they saw me through to the Cancellation team.

My landline is now cancelled, and I'm over the moon! Thank you and everyone else for your suggestions.