I have had the most awful experience. Phoned them after my dad died to have the account put in my mums name and set up a new DD from her account as his has been frozen. What they actually did was immediately cut off her landline (which is connected to her lifeline pendant as she is at risk of falls). In the 2 weeks since my dad died I have spent more time on the phone to BT than anyone else. They then reconnected her phone with a different phone number, then put her on the most expensive pay as you go tariff without any consultation. Constantly being told different things by different people. It has taken over 4 hours of phone calls to get her old number back and put on correct tariff. It's been a complete farce.They offered £10 compensation then agreed to credit her account with £40 as a 'goodwill gesture'. When i checked it had been credited they have put it in my deceased dads BT account not the new one they set up with her. I'm not sure how exactly she is supposed to benefit from that. I am at my wits end. It is still ongoing. I am so upset and angry at a time when we should be grieving not trying to sort out their mess. I will be leaving them as soon as possible.