Can't cancel or change contract after partner left

[Zack58]

So my daughters partner is the account holder and he has moved out and stopped paying the bills.

My daughter has two children and is working on a low income and getting benefits, her ex added her name to the account as a manger, so she called them today and was told that there is nothing they can do as her ex extended the contract, not sure how or why as he had already moved out at the point it was extended. Up until last month he was still paying the bill (as part of her child maintenance payment) but he has now stopped paying anything. Today the line was turned off so when talking to BT she asked if they could reduce the tariff as she can't afford it and was told there is nothing they can do and she would have to keep paying until 4 months before the end of the contract and they could then cancel with no fees.
The problem is, she can't afford the connection she is on, so can't continue until the end of the contract, which is April 2025 (well 4 months before, if the ex actually cancels it).

What options does she have, any help and advice would be very much appreciated?

[licquorice]

She is not the account holder so is not responsible for paying anything and shouldn't be paying, BT will chase the account holder for payment.

She needs to call BT and ask for a working line takeover at the address and become the account holder of an entirely new account.

It will be as if she had just moved to the property.

[gg30340]

As well as the above she should give her ex partner's new address to BT so that they can chase him for the out standing money more quickly and if required pass his details onto their debt agency. 

[Zack58]

Thank you for the quick reply. So would she need to call them to do the working line takeover or can she do this as part of a new connection request online?

[Zack58]

Thank you, I will get her to do that as well.

[imjolly]

check see if daughter qualifies here

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editori...

the packages available if daughter qualifies  https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-...

[licquorice]

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@Zack58 wrote:

Thank you for the quick reply. So would she need to call them to do the working line takeover or can she do this as part of a new connection request online?

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Probably best to speak to customer services 0330 1234 150