Bereavement in Help and Support

[#1]

Hi, I've come to the forum as chat has been down or very busy for 2 days and there's at least a 40 minute wait using the phone. Now who can hang on for 40mins? That's ridiculous!

A few weeks ago I spoke to someone on the phone informing them that my father had passed away and the account was solely in his name.

I informed them that I had power of attorney to which they replied that they would send out the required paperwork. Nothing has arrived.

Previously I helped to change his plan to add more mobile minutes to the account, but recently noticed that the broadband contract had been extended from that date, even though there was no alteration to that.

Now, my 85 year old widowed mother has no use at all for an internet connection and as they were on a monthly contract had decided to cancel it, but now find there will be a fee to do that.

As the account is in my deceased fathers name I need the broadband cancelled and I'm busy looking to transfer her phone account to a another supplier. One that you can contact easily and then calls you back!

Can someone PLEASE get back to me asap

[#2 · Accepted solution]

Hi there.

Firstly I'm really sorry for your loss, please accept and pass on my condolences to your mother during what must be a difficult time, and I'm sorry that you're struggling to resolve this by calling us.

I'd like to call you back, could you send me a private message with the best contact number and time? I'm here until 8pm tonight.

[#3]

Thanks for your time on the phone.

Again I'm sorry for your loss and I've sent you a private message following our conversation.

If you need any further assistance please feel free to let me know. -Anoush

[#4]

Thank you so much for your quick and helpful response. It was much appreciated.

I hope PN support gets back to it's previously easy to contact position soon.

Thanks again, Ken (on behalf of Elsie)

[#5]

No problems at all Ken(/Elsie).

We're doing our best to reduce the time it takes to contact us, fingers crossed it doesn't take too much longer.

Feel free to let us know over here if you do need any further assistance.

[#6]

Top man @Gandalf

[#7]

Can you check your PM's Gandalf please? I have sent you a query regarding my fathers account.

[#8]

Hi @elsie

Thanks for getting in touch.

I'm afraid @Gandalf isn't in the office this weekend.

Can I help at all?

Best wishes

Dave

[#9]

Thanks for the reply Dave but as Gandalf has all the relevant info, I will wait until his return

on Monday to follow up.

Thanks again

[#10]

No problem, @elsie

I'm sure @Gandalf will be in touch soon.

Kind regards,

Dave