My mother is confused and in a care home and I need to cancel her landline

[GRW1]

I've just been told the same thing by Customer Services (the individual I spoke with also went away to get advice).  They can't take an LPA access code and only way to discuss my mother's account is to get her on the phone first.  She's in a care home with dementia.  From the earlier chain sounds like there is a process but Customer Services don't seem to know what it is.

[imjolly]

this post is similar and the links mod posted may help

https://community.bt.com/t5/Bills-Packages/Cancelling-BT-Broadband-and-landline-Father-in-law-moved-...

[Leanne_T]

Hi @GRW1 

I am sorry you have not been able to get the power of attorney set up when calling. 

Please let us know if the link @imjolly has helpfully provided helps you with the POA request? 

Speak to you soon. 

Leanne.

[GRW1]

Thanks. Yes I’ll follow the instructions and hopefully that works. Seems odd that Customer Services don’t know this. It can’t be unusual. 

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[Leanne_T]

Please let me know how you get on @GRW1 

Thanks 🙂

Leanne.