This topic

Closing a landline account for elderly parent.

Nichola71 — Mon, 03 Mar 2025 14:44:07 GMT

Please can someone advise as to how I close my elderly mum’s landline account down. I’ve tried calling but I’m told they need her permission to deal with me. Unfortunately she has dementia and this is not possible. She has lived in a carehome for almost a year so money is going out each month for a landline that is never used in an empty house which is up for sale. What can I do to sort this?

Re: Closing a landline account for elderly parent.

imjolly — Mon, 03 Mar 2025 14:50:51 GMT

do you have access to your mother's BT account so you be appointed account manager which would allow you ability to phone and discuss account. Alternatively do you or someone else have POA

Re: Closing a landline account for elderly parent.

Nichola71 — Mon, 03 Mar 2025 14:54:13 GMT

I have power of attorney for my mum but BT still say they need her permission to speak to me, which is impossible unfortunately.

Re: Closing a landline account for elderly parent.

gg30340 — Mon, 03 Mar 2025 15:02:08 GMT

Your POA should over rule the need to speak to her.

See link

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

Re: Closing a landline account for elderly parent.

imjolly — Mon, 03 Mar 2025 15:05:25 GMT

you can send Power of Attorney documents to POA@bt.com

Re: Closing a landline account for elderly parent.

Leanne_T — Mon, 03 Mar 2025 17:44:14 GMT

Hi there @Nichola71

Thank you for coming to the community, I would love to see if we can help you get your Mum's landline account closed.

Could I just check, have you provided the POA documents to us previously?

Speak to you soon.

Leanne.

Re: Closing a landline account for elderly parent.

Nichola71 — Mon, 03 Mar 2025 19:40:14 GMT

We (myself and my cousin are joint poa’s) have only tried calling and weren’t given that option, only that we had to get my mum to give permission over the phone which obviously isn’t an option.

Re: Closing a landline account for elderly parent.

Rach_H — Tue, 04 Mar 2025 09:26:13 GMT

Are you able to send these to the email above @Nichola71, so we can get your Power of Attorney set up?

Rach

Re: Closing a landline account for elderly parent.

Nichola71 — Tue, 04 Mar 2025 09:28:06 GMT

I can certainly try. I’m not very tech savvy though. I’ll give it a go. Thank you.

Re: Closing a landline account for elderly parent.

Rach_H — Tue, 04 Mar 2025 09:35:03 GMT

I understand @Nichola71. If it's easier then you can send this through the post to:

BT PLC
PO BOX 334
Sheffield
S98 1BT

Rach