topic Re: Father moving into retirement home - cancellation fee in Broadband & Landline

Father moving into retirement home - cancellation fee

hHoyle — Tue, 25 Mar 2025 12:54:56 GMT

Hello,

We had to amend the BT bill to my Dad's name (he's 86 years old) as his partner passed away in Dec 23 - we did this at the start of 2024 but the caller said to me that we had to move him to a digital contract / line and wouldn't be any trouble (it was) and all households would need to do this, he's now with EE - I felt completely hood winked into this and did complain afterwards but nothing could be changed. Especially as it has become apparent that he is tied into years for the contract - something we would not of done as we knew Dad would need to sell the house due to his partner dying.

The house is now potentially sold and he will be moving out at the end of April, not sure where to yet but definitely a retirement home where he won't need a landline or wifi.

I am aware there are cancellation fees and bearing in mind his new contract was roughly a year ago, I'm guessing it's going to be high. Has anyone had any experience of how to get the leaving fee reduced / cancelled?

Many thanks, Helen

Re: Father moving into retirement home - cancellation fee

XRaySpeX — Tue, 25 Mar 2025 13:12:33 GMT

@hHoyle : Try using the Ill Health process of Change My Account in The Case of a Life Event for your Dad's circumstances & you might get the contract cancelled FoC..

Re: Father moving into retirement home - cancellation fee

hHoyle — Tue, 25 Mar 2025 14:18:07 GMT

Thank you for the swift response, I will take a look. Helen

Re: Father moving into retirement home - cancellation fee

Peter_W — Tue, 25 Mar 2025 15:33:55 GMT

Hi there @hHoyle.

Thanks for reaching out to us here on the Community.

I would definitely take a look at the options @XRaySpeX has mentioned here, as our life events team will be best equipped to review the options available to help out here.

Please keep us posted on how you get on, and if needs be we can take another look from there.

Peter

Re: Father moving into retirement home - cancellation fee

hHoyle — Tue, 25 Mar 2025 16:25:26 GMT

Great, thank you, will do. Helen