landline help

Dazi

Hi

Am just looking for a bit of advice. My parents had orange home phone and broadband, am not sure how long they have had the homephone through orange but broadband was right back to freeserve.

My father died last week and I rang to get it put into my mothers name. Apparently it is not orange policy to do this, we must send in the death certificate and cancel the account. This then means that my mother will have no landline till we can sort out another supplier for her.

What I need to know is, how can we make sure she is not without a landline service, can we ask another supplier to take over the line before we send in to cancel orange? obviously it is not a good idea for an 80 year old in poor health to be without her landline, she does have a mobile but is not very good with it.

Thanks in advance

steveE2

Apparently it is not orange policy to do this, we must send in the death certificate and cancel the account.

not according to their own website
http://help.orange.co.uk/orangeuk/support/personal/241713

deceased customers
If you're handling the affairs of a deceased customer, we offer two options:

• We can either transfer the account into the name of someone who lives at the same address.
• Close the account.

if you wish to transfer the account

Please send us written confirmation that you'd like to transfer the account into a new name along with the account holder's details (full name, email address with us, phone number) and a copy of the death certificate. We'll also need new account holder and payment details. Once we've received this information we'll do the rest.

Although the name on the account will be changed, the username and password attached to the original account will remain the same. You'll need these details to log onto your broadband. Once the account is transferred into your name, if you're unsure of any of these details please contact us and we'll be able to help.

if you wish to close the account

Please send us written confirmation specifying that you'd like to close the account along with the account holder's details (full name, email address with us, phone number) and a copy of the death certificate. Once we've received this information we'll do the rest.

Click here to find the address where you'll need to send this information.

Heinz

How typical (well done steveE2 for identifying this) for so-called Customer Service personnel at a telecoms company to not have a clue of their own company's policy in circumstances which must be the most distressing for the survivors of a deceased customer.

Be ashamed Orange. Be very ashamed.

Dazi

orange told me that they used to transfer accounts but now no longer did so, I will ring them again tomorrow quoting the info that Steve has provided, thanks x


Update - have spoken to them again and as the per the link above. Account can be transferred.