This topic

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

nick23 — Wed, 26 Jul 2023 08:53:43 GMT

I'd like to get a contact from a moderator to help me through this. I have power of attorney. For a company with millions of elderly customers it's appalling that I have to register on a site like this to get help. Why isn't there a special customer service no. when the customer can't speak for themselves?

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

imjolly — Wed, 26 Jul 2023 09:08:13 GMT

Normally in this type of situation you would be named as account manager in MYBT and you could then make phone calls about your mother's account

I have asked a forum mod to see if they can help as you already have POA they will post here

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

DanielS — Wed, 26 Jul 2023 11:55:24 GMT

Hi @nick23,

I am sorry that you haven't been able to get your Mum's line cancelled. As you have power of attorney, we should be able to cancel it when you contact us on our Customer Service number. I am sorry for any problems that you've had with this.

We will do all we can to help you get this sorted and guide you every step of the way.

I'm sending you a private message where you can reply back to my team on.

Thank you
DanielS

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

nick23 — Wed, 26 Jul 2023 12:00:28 GMT

Hi Daniel,

I tried by phone, but when you try to get past the robot, and hit get the question 'are you the person named on the account', it tells you they can't deal with you unless she is on the line. And then says 'Goodbye'.

I'm astounded, considering BT's customer demographic that there isn't a special number flagged prominently for situations like this, which must be replicated tens of thousands of times a year. I shouldn't have to join an exteernal web group to get an answer.

I do look forward to your private message, which I hope makes it nice and easy.

Regards

Nick

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

DavidM — Wed, 26 Jul 2023 13:22:20 GMT

Thanks for sending over the details and for talking to me today @nick23 .

As discused, I've cancelled the line for you now. Please get back to me if there are any problems.

Cheers

David