My mother temporarily took over my father's account when he passed away, we set up a DD and changed the name on the account. We informed BT that she would stop ALL services and move to Virgin media, they said no problem and there would be no penalties.
Her service with Virgin started on 13/07/24 and BT confirmed on the phone many times that the phone number and broadband had moved to Virgin.
It's been 7 weeks and many phone calls and BT still says that the service is still showing as active. Every week I call and someone at BT says sorry, it is just a blip and they will update the system and send a final bill. I don't know what to do? I don't want to cancel the DD as we are currently owed 2 months plus payments as they keep billing us! The account still shows broadband as active and estimation of the next bill in September.
All equipment has been returned and received by BT and no mobile or email is attached to the account.
Dealing with a bereavement is hard enough without having to speak weekly with BT for a simple closing of an account.
