Cancelling unused broadband but retaining landline help for elderly relative please

[revdc]

My wife and I are trying without success to cancel the broadband element of her elderly mother's BT package as she does not use it and it is costing a fortune. She is in a retirement apartment and in the early stages of dementia, and needs to retain a landline. My wife has tried numerous times to sort this out on the phone but nobody seems able to help and she is passed from person to person with no resolution. My wife has an LPA for her mother. Mother-in-law does not have access to MyBT. Could someone possibly please escalate this to a moderator so we can progress this? Many thanks, David.

[licquorice]

Unfortunately as things stand I don't think it is possible until they resolve how telephony only is to be provided (which should have been resolved by now).

With the move to Digital Voice it is no longer possible to have an analogue phone line, thus some form of broadband is necessary to provide the phone service.

I will flag this to the mods for comment.

[imjolly]

does your mother qualify here   https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editori...

[Christopher_G]

Hi @revdc 

Welcome to the community.

I'm sorry to hear that you've had some problems trying to sort this out. I've sent you a private message to try and get you some help with this. Please take a look at your community inbox and get back to me. 

Thanks

Chris

[iniltous]

Ignoring the social tariffs available, ‘cheap’ BT broadband and phone is around £35 a month , this may be negotiable to less ,what dies your relative currently pay ?

What do you expect to pay for a standalone phone service ( so no broadband ) , the current list price is £28.40 for a phone only service on a pay as you go basis ( so each outgoing call has a cost ) so the saving may be modest and arranging to downgrade to a phone only service complicated with Digital Voice and the WLR removal ( so no ordinary phone lines anymore , they are internet based phone services) …although there may be a phone only discount for not having broadband from any source not just BT , it’s not clear how this accomplished with IP ( internet protocol ) technology.

If your relative is in receipt of a qualifying benefit they may qualify for the social tariff