Bereavement and closing account

[Nickybutch]

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

[XRaySpeX]

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@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.

[Nickybutch]

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

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[Nickybutch · Accepted solution]

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

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[XRaySpeX]

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.

[Nickybutch]

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 ********

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[XRaySpeX]

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.

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

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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.

[Nickybutch]

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

[Christopher_G]

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

[Nickybutch]

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

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[Christopher_G]

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