BT procedure when someone dies

dauphin

Does anyone here know what BT's policy is when the account holder dies? I've spoken to their call centre of course but I'm not sure I believe what they say!

My Mum has just passed away. We haven't yet decided what to do about her flat, i.e. whether we'll be keeping it or selling it, but I'm staying in it temporarily while we get everything sorted out.

I am willing to take over responsibility for the BT account, but BT told me that I would have to enter into a new 12 month contract. So I've either got to commit myself to that, or the phone gets disconnected - at a time when I particularly need it for all the admin and phoning relatives that has to be done. Seems to me the best thing is to say nothing and just let the account continue indefinitely in my mum's name, while changing over the direct debit arrangements so BT get paid from my own account.

This seems such a ridiculous state of affairs (though perhaps I should not be surprised!) that I just wondered if anyone could tell me for sure if I have been correctly informed. Since I had totally erroneous advice from BT's call centre on another matter just a few weeks ago, I have no great confidence in what they tell me.

Heinz

I was in identical circumstances last year.

I did nothing about the phone until I had finished using it because, as joint executor (with a solicitor), I knew all final utility bills has to be settled from the estate.

I then told BT the circumstances and asked for the line to be "stopped" (so that the flat's new owner could get the line reconnected for nothing).

dauphin

Thanks, I guess what I have been told is correct then.

It's hard to understand why BT have to be so unhelpful in this situation. However, since that appears to be their attitude, I have no compunction in "omitting" to let them know of my mother's death.

syko29793

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?cat_lvl1=345&cat_lvl2=352&cat_lvl3=369&p_cv=3.369&p_cats=345,352,369&p_faqid=9845

this is the BT.com link to bereavement cases.You shouldnt have to take a new 12 month contract its usually just 1 month. If your having problems i would just keep it in current account holders name and close the account when your ready to do so.

LeeSouthEast

I think Syko answers your question along with the others; I just wanted to offer my condolances.

dauphin

syko29793 wrote: »

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?cat_lvl1=345&cat_lvl2=352&cat_lvl3=369&p_cv=3.369&p_cats=345,352,369&p_faqid=9845

this is the BT.com link to bereavement cases.You shouldnt have to take a new 12 month contract its usually just 1 month. If your having problems i would just keep it in current account holders name and close the account when your ready to do so.

Thanks, but this is just the normal BT "150" contact number, not specifically for bereavement. I'd read that page on their website and it was when I phoned to ask about changing the account into my name (which is one of the options mentioned) that I was told this would involve a new 12 month contract.

I have dealt with the matter for the time being by leaving the account in my mother's name and I logged into the account on the BT website and successfully changed the direct debit details to my own bank account. It's not an ideal solution but unless anyone can substantiate the suggestion that there should only be a 1 month contract in bereavement cases it seems to be the best I can do. I might try phoning BT again in a couple of days as you never know, a different customer service agent may give a different answer.

Farway

Like others I was in similar position, I just let let it run and cancelled when all was completed

System

Pragmatically, leaving the account in your mother's name is likely to cause you least trouble. As Heinz says, any outstanding bill, and the bills from now on, less any credit when you do ask for a stop, are charges on her estate. Obviously, the executor(s) should keep a careful account of the bills and eventual credit, and, of course, only use for the phone for the administration of her estate.

In theory, BT ought to allow the account to be renamed as "personal representative(s) of Mrs A- B-", without any change to its existing terms. Her executor(s) would then become responsible for the bill. But I doubt if anyone you talk to at BT would understand this.

jumpingj

ok i can assure you that if you chnage the contract into your name the minimum contract is one month. No other contracts are required. You keep the same telephone number etc all BT does is change the name on the account to immediate family member.

syko29793

dauphin wrote: »

Thanks, but this is just the normal BT "150" contact number, not specifically for bereavement. I'd read that page on their website and it was when I phoned to ask about changing the account into my name (which is one of the options mentioned) that I was told this would involve a new 12 month contract.

I have dealt with the matter for the time being by leaving the account in my mother's name and I logged into the account on the BT website and successfully changed the direct debit details to my own bank account. It's not an ideal solution but unless anyone can substantiate the suggestion that there should only be a 1 month contract in bereavement cases it seems to be the best I can do. I might try phoning BT again in a couple of days as you never know, a different customer service agent may give a different answer.

There is no specific dept in BT that deals with bereavement cases, it should be dealt with by the first advisor you speak to regardless of the department you get.

Old_Git

when my dad died we changed all the bills to my mothers name within two weeks . BT did say it would be a new 12 month contract .
Two weeks later a letter arrived from BT addressed to the estate off the late Mrs Old Git ,asking what we wished to do with the account now she had died .
I had to phone them to say she was sorry to disappoint BT but she had not died . Four months later they wrote to my dad offering him BT vision ,I told them he would love it in the cemetery and can we have some free line rental for your mistakes .