Account holder name change after bereavement

[Odie6675]

We recently changed a BT account over to my mother-in-law after my father-in-law passed away.  At the same time we arranged for her to be moved to a digital phone line and a new package. She has been receiving emails addressed to her so BT recognise her as the account holder. However when we log in to the account it states my father-in-laws name and date of birth. After an hour on the phone today we still do not have a resolution to this.  Any suggestions? I am thinking of resorting to a physical letter (if I am able to locate an address!). Thank you

[imjolly]

try contacting billing using message now and see if they can help you

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

[Katie_J · Accepted solution]

Hi @Odie6675. 

Thanks for coming here and bringing this to our attention. 

I have sent you a private message to get this looked into further. 

Speak soon, 

Katie

[Ant2011]

I had the exact same problem when my father passed away recently.  I was told it was because the login email address was tied to my father's name and they couldn't change that at their end without cancelling the login and creating a new one with a different email address.  But my mother is still using the same email address (it was their shared address) and doesn't have another one.

In the end I was advised to update the name and date of birth myself using the edit personal details option after logging in.  That seems to have worked.