topic Re: Plusnet account holder policy when incapacitated in Everything else

Plusnet account holder policy when incapacitated

Marksfish — Mon, 14 Jul 2025 17:59:48 GMT

This isn't a Plusnet issue, but a BT issue and, although not fully embraced in BT culture, there may be some common procedures.

My mother in law has had a stroke and has been in hospital 4 weeks now. My wife has found her BT bill which is around £80pm for broadband and phone, what a rip off!! My mother in law is incapacitated, will not be going home for probably several months and really needs to cut her outgoings. Unfortunately, not POA is in place and my Wife isn't a named person on her Mum's account. My wife tried ringing BT today to find out what procedures they have in place for instances like this and was basically told to suck it up and there was nothing anyone could do.

I realise data protection and all that claptrap is the issue, but surely there must be a specialist department somewhere to deal with this sort of thing? The other option is to stop paying and be cut off, but that will affect her if she ever returns home.

Any input from PN reps on how that would work here would be appreciated please.

Thanks

Mark

Re: Plusnet account holder policy when incapacitated

Anonymous — Mon, 14 Jul 2025 23:28:45 GMT

It isn't data protection legislation that is throwing spanners. The law (not data protection 'claptrap') is currently assuming that your mother-in-law is compos mentis and is capable of controlling her own affairs. That is how it is.

Unfortunately the only way past this is via the courts/legal system.

Re: Plusnet account holder policy when incapacitated

Marksfish — Tue, 15 Jul 2025 16:30:38 GMT

Seems we will have to stop paying money into her account for bills then, when the money runs out it will be cut off. Seems a pretty pants system when there is nothing quicker than the prolonged and dragged out court process.

Re: Plusnet account holder policy when incapacitated

Anonymous — Tue, 15 Jul 2025 22:33:24 GMT

Getting a LPOA into place for an elderly relative is the path (depending on how much you trust your children). My missus has one (done by our offspring). I definitely need one (given the results of a recent CT scan). It is often awkward discussing these things, though.

Have you considered/thought about other things like Council tax, other utilities, etc?

Re: Plusnet account holder policy when incapacitated

Dan_the_Van — Wed, 16 Jul 2025 08:06:31 GMT

@Marksfish

Take a read of BT complaints procedure there is a email and postal address

Hope it helps

Re: Plusnet account holder policy when incapacitated

Marksfish — Wed, 16 Jul 2025 18:14:28 GMT

Thanks, i've dropped them an email, let's see what happens 👍

Mark

Re: Plusnet account holder policy when incapacitated

Marksfish — Wed, 16 Jul 2025 18:19:27 GMT

@Anonymous wrote:

Getting a LPOA into place for an elderly relative is the path (depending on how much you trust your children). My missus has one (done by our offspring). I definitely need one (given the results of a recent CT scan). It is often awkward discussing these things, though.

Have you considered/thought about other things like Council tax, other utilities, etc?

12- 15 weeks to register the LPA apparently, far too long. Council tax still has to be paid, electric isn't so much of a problem as it is on a usage basis, so only standing charge. Wife has access to the bank account, so if push comes to shove, BT direct debit could be cancelled.

Re: Plusnet account holder policy when incapacitated

Anonymous — Wed, 16 Jul 2025 22:02:06 GMT

That's a bit more encouraging in your situation.

"far too long"

I feel for you.

Re: Plusnet account holder policy when incapacitated

corringham — Thu, 17 Jul 2025 11:58:19 GMT

@Marksfish wrote:

Council tax still has to be paid,

There is an reduction to council tax available for cases where the resident is in a hospital or care home for an extended period - check with the local authority's Council Tax department for how to apply for this. From experience it can take weeks to be processed by the council, but everything should be backdated so it all works out in the end.

Re: Plusnet account holder policy when incapacitated

Marksfish — Thu, 17 Jul 2025 17:27:11 GMT

That's good to know, thank you.

Mark

Re: Plusnet account holder policy when incapacitated

Baldrick1 — Fri, 18 Jul 2025 10:10:16 GMT

@Marksfish wrote:

... Wife has access to the bank account, so if push comes to shove, BT direct debit could be cancelled

Not a good idea unless you want to get into an argument with a Debt Collection Agency with right on their side!

Re: Plusnet account holder policy when incapacitated

Marksfish — Fri, 18 Jul 2025 15:52:10 GMT

I realise the implications, but she is out of contract, so all they can do really is disconnect her for non payment.

Re: Plusnet account holder policy when incapacitated

MisterW — Fri, 18 Jul 2025 16:09:51 GMT

12- 15 weeks to register the LPA apparently, far too long.

and a LPA can only be registered by a donor who has mental capacity.

In this case you would probably need to apply to be a Deputy https://www.gov.uk/become-deputy

How long that would take , I have no idea, but its not going to be quick...

Re: Plusnet account holder policy when incapacitated

Marksfish — Fri, 18 Jul 2025 17:44:04 GMT

The hospital doctors will sign the form to say the she has the mental capacity to understand what is being asked of her. We made sure of that before forking out the £85ea (up front) for financial and wellbeing POA's!!

Re: Plusnet account holder policy when incapacitated

iannewson — Fri, 18 Jul 2025 18:53:00 GMT

@Marksfish as she is out of contract just transfer her number over to VOIP. This will terminate her contract and at least give you the option of her having her number if and when she is ever able to use it. Plus it would allow you to maintain her calls and allow people to be notified.

Re: Plusnet account holder policy when incapacitated

Baldrick1 — Sat, 19 Jul 2025 14:00:13 GMT

Excellent idea! It should close the account cleanly and quickly without the hassle that would ensue from not paying the bill. The VoIP number could always be ported back to another ISP if required.

Re: Plusnet account holder policy when incapacitated

Marksfish — Mon, 21 Jul 2025 18:58:07 GMT

Spoken with the Wife and going with this idea. We were toying with the idea of moving to another isp, but so long as my Wife can tether to her work mobile when she is there, it won't be needed and the only month to month option I could find wasn't a lot cheaper!

Thanks 👍

Re: Plusnet account holder policy when incapacitated

MisterW — Mon, 21 Jul 2025 19:08:16 GMT

Given that you don't actually want to use the phone, the likely cheapest VoIP option will be A & A

£12 to port the number and then £1.20/month to keep the number live.

https://www.aa.net.uk/voice-and-mobile/voip-information/

Re: Plusnet account holder policy when incapacitated

Marksfish — Tue, 09 Sep 2025 06:41:27 GMT

Ported the number out to Voipfone, however, it doesn't appear to have ceased the broadband 😟

We have however managed to get the MiL's account details and she has given us her password, so the wife is now an additional authorised person on the account. Will have to ring BT now and try to get it sorted.

Mark

Re: Plusnet account holder policy when incapacitated

Marksfish — Mon, 15 Sep 2025 06:28:32 GMT

All sorted. The phone went off on the right day, the broadband followed 5 days later!! Non- BT tied now and a refund to boot 😁