Hi,
I'm hoping someone can advise me on a very difficult situation!
For one reason and another my parents elderly neighbour is trying to switch providers to save some money. I have been helping out and initially begun the transfer to Sky for her, until I discovered it was a VOIP only phone service (no use as she has a lifeline support button attached to the phone line). We've since cancelled the switch to Sky and re-applied with Plusnet. All was going well until we received an email saying the transfer had been cancelled and the reason is because there is a cease order already on the line (I suspect Sky or BT haven't cancelled this off their system properly). My question is, who can I speak to to get this removed?
Unfortunately the lady in question is nearly 80 and has suspected Covid symptoms so I can't go and explain to her what is happening. She is quite ill so I don't want to cause her anymore further upset and confusion with this problem, but at the same time I suspect BT won't speak to me as I am not the account holder. Would it be worthwhile contacting BT and explaining the situation to see if they would call her to authorise me to deal with things on her behalf? I can't ask her to call BT as she wouldn't understand what she needs to tell them.
Any help or advice on what to do would be appreciated.
Thanks.
