topic Re: Bereavement and closing account in Broadband & Landline

Bereavement and closing account

Nickybutch — Fri, 06 Oct 2023 09:11:37 GMT

This may be the location.

My mother has just passed away and she is the one with the Landline and Home Broadband account. I lived with her. I need to close this account. I would like to add EE Full Fibre gigabit to my existing MOBILE account as EE have already got my direct debit details in place.

Also. I work at the back of the house where my current router is and do not want to change location when I update my broadband to Full Fibre. Would the engineers help me out with this?

I work night shifts and only available 3 days out of 7 including weekends.

Any ideas and suggestions would be helpful.

Nickybutch

London

Re: Bereavement and closing account

Christopher_G — Fri, 06 Oct 2023 09:23:26 GMT

Hi @Nickybutch

Welcome to the community.

I'm so sorry for your loss. If you fill in the details on this bereavement form, we'll contact you to discuss the account. The team that call you will be able to help you find a solution to your WiFi coverage too.

Chris

Re: Bereavement and closing account

Nickybutch — Fri, 06 Oct 2023 09:38:25 GMT

Thank you. I will telephone them regarding the closure of the account which has 13 months left on the contract, that will be cancelled. Then I will ask them to help me open and add the full fibre gigabit to my mobile account.

Sent from Outlook for iOS<>

Re: Bereavement and closing account

XRaySpeX — Fri, 06 Oct 2023 09:57:07 GMT

@Nickybutch : You should be able to take over her BB contract & upgrade it to Full Fibre. However you won't get a landline with Full Fibre. Do you know whether you can get Full Fibre there?

Re: Bereavement and closing account

Nickybutch — Fri, 06 Oct 2023 10:35:28 GMT

Thank you for replying.
I am in a Full Fibre area. I cannot afford the cancellation fee for the remainder of the contract which would mount to about £ 645 of which would be written off anyway due to her passing away.
It is simple to add the full fibre to my existing mobile account as I have a direct debit in place with EE.

Nicholas *****

***********

[Mod edit: please don't post personal details on the forum]

Re: Bereavement and closing account

XRaySpeX — Fri, 06 Oct 2023 10:43:29 GMT

The DDs & indeed a/c's for mobile & BB are separate.

Re: Bereavement and closing account

Nickybutch — Sat, 07 Oct 2023 09:28:28 GMT

Thank you for your current advice. It is helpful.

I am using a Brightbox 2 router for my current Fibre broadband and would like to use it for the EE Full Max 900. Do I need to get a new broadband username and password or will EE provide it prior to installation by email or text.

The Brightbox2 is situated in a central position for my use at the moment and do not want to change position.

I am going to telephone the bereavement team on Monday to cancel the current broadband and landline which is in my mother's name and order the Full Fibre Max 900 onto my current mobile account.

Re: Bereavement and closing account

Mustrum — Sat, 07 Oct 2023 10:17:01 GMT

@Nickybutch if you start a new account you will get a new username and password, but they seem to be the generic BT Broadband one these days. You could try and change the BB2, but older EE routers need the .fs at the end of their username.

It is also quite an old router design, your speeds would be limited by it on 900Gbps, the WiFi is WiFi 5, so max you would get is about 400Mbps, and I think only one LAN port is 1Gbps, others are only 100Mbps.

The latest EE router is WiFi6 and all LAN ports are 1Gbps.

Guess it comes down to what is important to you and why you would want to carry on using a BB2?

Re: Bereavement and closing account

Nickybutch — Sat, 07 Oct 2023 10:35:44 GMT

I guess so.

I am living alone and my desktop computer is the only one connected to the router and the wifi signal is not bad. But I am only getting 40Mbs on my broadband at current. My 5G phone signal is good and on average around 200Mbs.

I only use the wifi in 2 rooms of the house, sometimes I play games and I use it for other things. But I need to upgrade due to the digital change phasing out the copper lines.

that is why the upgrade and my BB2 router is running OK.

Nicholas *****

***********

[Mod edit: please don't post personal details on the forum]

Re: Bereavement and closing account

XRaySpeX — Sat, 07 Oct 2023 19:45:39 GMT

Why don't you just take over her contract & then upgrade to Full Fibre? Save you cancellation fee anyway & any change to your BB creds.

Re: Bereavement and closing account

XRaySpeX — Sat, 07 Oct 2023 19:56:07 GMT

@Mustrum wrote:

You could try and change the BB2, but older EE routers need the .fs at the end of their username.

Not the BrightBox 2. It accepts the BT creds which override the '@fs' suffix rule.

Re: Bereavement and closing account

Nickybutch — Sat, 07 Oct 2023 21:36:43 GMT

Thanks for you advice. It will not work for me.

My own mobile contract is difficult to explain. I have only started a new contract on 2 items and 1 item with another 10 months to run. Do you want to pay £ 3,000 in cancellation fees just to take over my mother's account. Her contract started in November 2022, therefore another year costing £ 645 just to cancel her account due to her death?

You see my problem?

It is easier just to cancel her account and add the EE Full Fibre onto my mobile account which I can do.
Won't be doing it for a couple of weeks due to other things.

Nicholas

xxxxxxxxxx@xxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Bereavement and closing account

Nickybutch — Sat, 07 Oct 2023 21:37:00 GMT

Thank you for replying.

I will see what they say when I order the Full Fibre Max 900 in a couple of weeks. We have had this EE Fibre broadband for many years but at times it is slow and sometimes cut out. I have a TP-LINK AXE5400 router as a backup and when I order, a smart hub 2 possibly.

The Bright Box 2 is in the perfect position for our house at the moment.

Nicholas

xxxxxxxxxx@xxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Bereavement and closing account

XRaySpeX — Sat, 07 Oct 2023 21:09:48 GMT

No, I don't! I don't see what your mobile contracts have anything to do with a BB contract. They are completely separate contracts. I'm suggesting you take over your mother's BB contract in your name. You won't need to pay any cancellation fee but you will pay off the contract over time as is normal. It does not involve you cancelling your own mobile contracts in any way.

Re: Bereavement and closing account

Nickybutch — Sun, 08 Oct 2023 06:15:45 GMT

I know what you are saying but if I did take over my mothers contract and upgrade to Full Fibre this would be a completely NEW CONTRACT..

If the Full fibre was on my mobile account, I get 10% discount on my account and I have multile items on it (might get more off) and a 20 GB mobile boost on my account. Now you see?

Nicholas ********

*************

[mod edit: please don't post personal details on the forum]

Re: Bereavement and closing account

XRaySpeX — Sun, 08 Oct 2023 00:12:32 GMT

If you did take over your mother's contract and upgrade to Full Fibre this would be a completely NEW upgraded CONTRACT under your ownership under your own MyEE a/c. In that respect it would be no different from a Full Fibre contract which you ordered from scratch.

@Nickybutch wrote:
If the Full fibre was on my mobile account

No, it isn't. You are mixing up your mobile contracts with your MyEE a/c which is an umbrella for all your contracts, mobile & BB. The BB contract will be added to your MyEE, to stand beside your mobile contracts as it would do if you ordered Full Fibre afresh.

Re: Bereavement and closing account

Nickybutch — Sun, 15 Oct 2023 22:14:35 GMT

Thank you for your messages and advice.

I spoke to the bereavement team today who have now ceased my late mother's account and transferred the ownership of the account to myself even though I wanted to close it without paying any cancellation fee whatsoever.

In its place, as I live in the same house, I am going to order Full Fibre Max 900 onto my EE mobile account with the additional digital phone service.

I still want to keep the landline number, any ideas how long I can keep the landline for and do I need to pay the cancellation fee even though Ofcom says that you do not have to pay the fee due to the death of my mother.

I am sorry for posting personal details. This is my first time in doing so.

Nickybutch

Re: Bereavement and closing account

Christopher_G — Mon, 16 Oct 2023 10:13:25 GMT

Hi @Nickybutch

Our Customer Care team will be able to run through your options with you. Did you ask them about the landline when you spoke the last time?

Chris

Re: Bereavement and closing account

Nickybutch — Mon, 16 Oct 2023 10:32:40 GMT

I did ask about it. Next week, I am going to order online Full Fibre Max 900 with the digital phone service and keep the landline number. This is because some of our family old friends have this number as we have been living in the same house for the past 53 years.

Because it is nearer to the funeral which is in a couple weeks time, this is the only contact number they have.

I would like to know if I have to pay the cancellation fee first prior to ordering and how much it would be as the contract is Fibre broadband with landline £ 53.18 with 13 months left. We have been EE customers for over 20 years.

I am so sorry about the personal details. Any help is great.

I know where to put my router when I order the Full Fibre Max 900 to get the best result.

Thank you

Nickybutch

Nicholas Butcher

[edited]

[Mod edit: Image rejected as it contained personal information]

Re: Bereavement and closing account

Christopher_G — Mon, 16 Oct 2023 11:58:32 GMT

I'm not sure at which point this would happen, @Nickybutch. It's something that you would need to discuss with the Mobile Care/Bereavement team. They'll do their best to make this as easy as possible for you.

Chris