Trying to cancel broadband when moving into care home

[Deleted User]

Relbs wrote: »

My mum has been diagnosed with terminal cancer and has had to move a nursing home as she is not well enough to live alone. I phoned BT to cancel her broadband and TV package; they have said it can't be cancelled as she is only 12 months into a 24 month contract- if I cancel it there will be a £215 charge.
They did ask if she couldn't take it with her- I said no, I don't think nursing homes let you set up your own broadband /TV.
If she dies it will be cancelled without charge but as she is still alive there is a charge to cancel.
Just wondered if anyone has experience of this and anyway to cancel without charges? It doesn't seem fair when she's had to move due to serious illness.
Thanks.

I'd try a letter to:

Customer Service Manager
BT Customer Correspondence Centre
Providence Row
Durham
DH98 1BT

I think you'd have more luck since you're putting it in writing.