91 year old Dad has moved permanently into a care home - how to cancel his contract with no penalty?

[Barber24601]

Hi can anyone help me to get my Dad's broadband and digital phone cancelled as he has moved permanently into a care home due to his deteriorated health. I have LPA . Here's hoping 

[imjolly]

This is a customer help customer forum your post does not go to BT

I have asked a forum mod to see if they can help you cancel fathers account. They will post here

[Christopher_G · Accepted solution]

Hi @Barber24601 

Welcome to the community.

I've sent you a private message to see if I can get you some help with your Dad's account. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[Stanlee59]

Im having the same issues as well, being going on for months.

Could someone walk me through the process please.

Being charged £90 a month for something thats not being used since Nov 25

Thanks in advance

[imjolly]

@Stanlee59 

did you go through the complaints code of practice  by emailing consumer resolution in the link mod posted in message 9 on your own thread.

If not then you need to go back to your own posts and follow the code of practice and email resolutions team

[Stanlee59]

Have done this now.

I was told the DV installation was needed before we could terminate but speaking to another advisor yesterday he mentioned we could have cancelled the DV order at any time and I would have then still hit the same brickwall.

BT have been exteremly poor over this

[Christopher_G]

Hi @Stanlee59 

Thanks for reporting it with our complaints team. They'll be able to look into what is happening with the account, and help you find a resolution.

Please keep us posted with what happens.

Chris

[Stanlee59]

Thank you, in hoping for a swift resolution.

I suspect the call centre works off a script so no negotiation possible.

[Stanlee59]

what sort of response time is typical for the complaints dept ?

[Peter_W]

Good morning @Stanlee59.

We normally recommend up to 7 working days for complaints to be reviewed, but it can be quicker than that. 

When was it you originally raised this?

Peter