topic Cancellation of Deceased Line & Subsequent Takeover in Broadband & Landline

Cancellation of Deceased Line & Subsequent Takeover

greengary81 — Fri, 10 Oct 2025 11:24:01 GMT

So last year i took out a broadband line for my mother in law who was moving in to a sheltered housing location as she had Parkinson's and needed a lot of additional help. I called the sales team at EE and explained this would be for her but i wanted it in my name as it is easier to manage and I took on responsibility for managing most of her technical/IT needs so its just easier if i have access to it all. They were fine with this.

Earlier this year in august she passed away. I haven't got round to all the cancellations yet but this morning I got an email and text saying someone wanted to take the line over and they would cancel the line and then they would charge me £111 for the early termination unless I called them to dispute.

I then called and said could you cancel it without the early termination fee and they said no because it was in my name.

So i have 2 options it seems...

1. Allow the takeover of the line and EE get the revenue from that as well as the revenue from my early termination fee.

2. Don't allow the takeover of the line and because EE are being inflexible 3 people suffer (new people cant get broadband in the home, EE get less revenue, I still need to pay).

Is there anything i can do to make common sense prevail?

Re: Cancellation of Deceased Line & Subsequent Takeover

XRaySpeX — Fri, 10 Oct 2025 11:35:12 GMT

@greengary81 : Presumably someone in the sheltered housing is trying to takeover your line.

You chose to take the line out in your name. So it's your responsibility. It is not & never has been your deceased mother-in-law's line.

You do have indeed those 2 options. Your choice! EE are not being inflexible but just keeping to the contract you agreed with them.

Re: Cancellation of Deceased Line & Subsequent Takeover

Linzi_H — Fri, 10 Oct 2025 12:10:27 GMT

Hi @greengary81

I'm sorry to hear about the loss of your mother-in-law, and I appreciate that it will be a difficult time getting everything sorted out.

I'd like to see if there is anything we can do to help, so I'll send across a Private Message to chat further.

Linzi