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Message 1 of 8

Moving to care home

Good morning

I wonder if you could help.

My grandmother is moving into a care home due to ill health. I have authority to administer her BT account from her.

I recently helped my grandmother upgrade the account with fibre broadband so that we could instal video chat in her home for communicating with relatives. However, now that she is moving into a care home (and can't take service with her), she no longer needs the service.

Can you please cancel the service for her?

Please let me know what details are required. 

Many thanks

Craig

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Moving to care home

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Moderator
Moderator
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Message 3 of 8

Re: Moving to care home

Hi @craigastburyfamily,

I am sorry to hear about your Grandmother. I hope she will be ok.

We can certainly look into this for you. I've sent you a private message which will show you the details that we need from you. After you reply, one of my team will get in touch with you.

Thanks

DanielS

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Message 4 of 8

Re: Moving to care home

Hi
Thanks for your help. Sent private message yesterday as suggested - hope to hear back soon.
Many thanks
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Message 5 of 8

Re: Moving to care home

Good morning

I sent details requested 6 days ago. Can you confirm response time? 

Many thanks 

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Moderator
Moderator
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Message 6 of 8

Re: Moving to care home

@craigastburyfamily I'm really sorry about the delay getting back to you, I'll get someone from the mod team to get in touch with you today.

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Message 7 of 8

Re: Moving to care home

Hi @NeilO 

Someone did try calling twice on Tuesday, but I couldn't take call. Tried ringing back, but number won't allow inbound calls. 

 Could someone come back to me today please, as grandmother is now in care home and has left property. I'd like to get this sorted. 

Would prefer response digitally, via email or PM (that's why contacted via here). However, should be contactable on phone until 3pm today if essential. 

Cheers

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Moderator
Moderator
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Message 8 of 8

Re: Moving to care home

Hi @craigastburyfamily 

I have tried calling you again a few times today.  Sorry I couldn't reach you.

I would need to chat you on the phone about this.  Are you free at some stage this evening?  I'm here until 21:00 and can call any time after 18:30 if that suits?

Cheers,

Robbie

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