December bill has nearly doubled

[#1]

Thanks @bmc 

1. Her end of contract date is 23rd Jan 2026

2. wrt the telecare solution, yep, that's on my to-call list

3. wrt her handset, yeah, I agree - I don't think it's pinned to any single provider, but will need to double-check the model details

4. wrt WBC FTTP it's listed as 1 Stage

5. wrt FTTP installation, it says: -

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[#2]

@david_hay 

Unless your aunt uses PN email she's not tied to any ISP. As it's contract time she can move to anyone without penalty. As it involves a Full Fibre installation there will be a delay until the install is done. You only find out how long when it's ordered.

If moving then the easiest way to do it while retaining a phone service is to go to one who does both. PN will try to get you to go to EE (rather then BT). Although not the cheapest I would have a look at Zen Internet. Well regarded ISP and a good quality router with a phone socket that works.

Call barring is a service and not part of the phone so you need to ask any new provider about it. Also, VOIP doesn't work during power cuts so you'll need to look at power backup. You aunt may (should??) be entitled to a free unit.

With regard to the information you just provided the key sentence is the first line - no anticipated issues.

Brian

[#3]

Thanks again @bmc 

I really appreciate your guidance and kind support here. 
Have an excellent Christmas and a very Happy New Year