Transfering account

[jerrywhitaker1]

Hi, can't find a definitive answer so asking here:

My elderly parents have BT broadband which is in my mums name. My dad has an @btinternet.com email address from when these were included free back in the 90s when they first signed up. My mum is expected to pass away in the next few weeks.

1a) Are we able to transfer the account to my dads name before her death? 

1b) If not I assume the account holders name will be the only change after her death, i.e. he won't need to sign up for a new account, replace the router etc

3) BT state that "Whilst we can transfer ownership of a broadband service, it's not possible for us to transfer ownership of a BT ID or any email address, and this includes any that are linked to the transferring broadband service. This also applies if you want to take over the email address of someone who's died.". If the existing account is transferred from my mum to my dad will he still be able to use his existing btinternet email? The text above implies this is not possible as it's linked to my mums account however it seems wrong given its his own email. I don't want to be trying to set up a new email address for him.

Any help would be appreciated

[licquorice]

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@jerrywhitaker1wrote:

Hi, can't find a definitive answer so asking here:

My elderly parents have BT broadband which is in my mums name. My dad has an @btinternet.com email address from when these were included free back in the 90s when they first signed up. My mum is expected to pass away in the next few weeks.

1a) Are we able to transfer the account to my dads name before her death? 

Unfortunately not

1b) If not I assume the account holders name will be the only change after her death, i.e. he won't need to sign up for a new account, replace the router etc

Correct

3) BT state that "Whilst we can transfer ownership of a broadband service, it's not possible for us to transfer ownership of a BT ID or any email address, and this includes any that are linked to the transferring broadband service. This also applies if you want to take over the email address of someone who's died.". If the existing account is transferred from my mum to my dad will he still be able to use his existing btinternet email? The text above implies this is not possible as it's linked to my mums account however it seems wrong given its his own email. I don't want to be trying to set up a new email address for him.

Any help would be appreciated

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Assuming your dad only uses webmail, nothing will happen in any case, the email will continue to work as webmail whether linked to a broadband account or not. If he uses a mail app or client, simply create a BTid for him and gift his address from your mums account to his BTid.

[Christopher_G · Accepted solution]

Hi @jerrywhitaker1 

I am sorry to hear of your Mum's situation. It sounds like this is a very difficult time for all of you.

While we can't check the account from here, BT's guidance confirms that a broadband account can be transferred to another person, including as part of the bereavement process. Based on that, I'd expect your dad to be able to take over the account without needing a new service or replacement equipment, although the Customer Support team will be able to confirm the specific arrangements for the account.

As for the email address, if it's your dad's mailbox, my understanding is that he should still be able to use it after the broadband account is transferred. I'd just mention it when arranging the transfer, so the team can double check everything is set up as expected.

To go ahead with the changes, please contact our customer support team or notify our team online. They will do their best to make the process as easy as possible for you and your family.

Kind regards,

Chris

[jerrywhitaker1]

Thanks both, puts our minds at rest