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Managing Someone Else's Broadband Account
The thing nobody knows
Ofcom requires every telecoms provider in the UK to offer third party bill management. It lets an account holder nominate someone to speak to the provider, receive the bills and pay them, without that person becoming liable for anything. No solicitor, no court, no fee. Hardly anybody asks for it, because hardly anybody knows it exists.
If you are helping a parent, partner or friend with their broadband, what you are allowed to do depends entirely on what authority you have. Being able to pay someone's bill and being able to close their account are two different permissions, and the gap between them causes a great deal of frustration. This page sets out the levels, the paperwork for each, and two things you can ask for that providers rarely volunteer.
The short version
- Third party bill management is mandatory for providers to offer. Set it up early, while the account holder can still ask.
- It does not let you close the account, and it does not make you liable for the bill.
- Only a property and financial affairs LPA works. A health and welfare LPA gives you nothing here.
- An ordinary power of attorney stops working the moment capacity is lost, which is when families reach for it.
- Waiting on a court order? Ask for the account to be suspended so charges stop accruing.
What each level of authority lets you do
Direct answer: there are three formal arrangements, and only two of them let you close or change an account.
| Arrangement | Speak to provider | Receive bills | Pay bills | Close or change |
|---|---|---|---|---|
| Third party bill management | Yes | Yes | Yes | No |
| LPA, deputyship or EPA | Yes | Yes | Yes | Yes |
| Benefits appointee | Yes | Yes | Yes | Yes |
Start here: third party bill management
Direct answer: it is free, it requires no legal documents, and every provider has to offer it.
This is the right answer far more often than people realise. Think of an older relative who is managing their affairs perfectly well but finds long calls to customer service exhausting, or who would simply rather someone else dealt with the paperwork. They do not need a lasting power of attorney for that. They need to nominate someone.
The one condition is timing. The account holder has to set this up themselves, while they still have the capacity to ask for it. Once capacity is lost, the requirements change entirely and the process becomes much slower and more expensive. That single sentence is the reason to make this call sooner rather than later.
When you need more than that
Direct answer: to close or change an account you need a registered power of attorney, a deputyship order, or benefits appointee status. Which one depends on where in the UK you are.
England and Wales
A lasting power of attorney for property and financial affairs, registered with the Office of the Public Guardian, gives full authority over a telecoms account. Note the type carefully: a health and welfare LPA does not work here, because it covers care and medical decisions rather than contracts and bills. Families frequently discover this at the worst moment.
If there is no LPA and the person has already lost capacity, the route is an application to the Court of Protection for a deputyship order. That takes time, which brings us to the second thing worth asking for.
Ask for the account to be suspended
Ofcom's guidance suggests that where someone has lost capacity without a power of attorney in place and a Court of Protection application is under way, you can ask for the account to be suspended until the court order is issued, so that no further charges accrue. Providers rarely offer this. Ask for it by name, and ask for confirmation in writing.
Scotland
Scotland uses a continuing power of attorney for property and financial matters, which can be used both before and after the granter loses capacity, and a separate welfare power of attorney which only takes effect after capacity is lost. These are registered with the Office of the Public Guardian (Scotland). For telecoms, it is the continuing power of attorney that matters.
Northern Ireland
Northern Ireland uses enduring powers of attorney. If the donor loses capacity, the attorney must apply to the High Court, through the Office of Care and Protection, to register the document. Until it is registered, the attorney's authority is limited.
Access codes are England and Wales only
If you have a lasting power of attorney registered after 1 January 2016, you can generate an access code that lets an organisation view a summary online instead of handling paper copies. The code has 13 characters, starts with the letter V, and is valid for 30 days from creation. Access codes are not available for Scottish or Northern Irish arrangements.
Two things to push back on
Direct answer: providers should not demand the account password when you hold a power of attorney, and they should not leave charges running while a court application is pending.
Ofcom's guidance is clear that a provider should accept a registered lasting power of attorney without the password to the account, and can use different security checks if necessary. If you are told the conversation cannot continue without a password that only the account holder ever knew, that is worth challenging politely. Ask to speak to the vulnerable customer team, which most providers have and which is usually far better equipped for these calls.
Two other things worth checking at the same time
If you are already on the phone to a provider about someone’s account, these are worth raising in the same call.
- Flag the household as vulnerable. That flag is what triggers extra support, and it matters enormously if anyone relies on a personal alarm or health pendant. See our guide to care alarms and telecare, because the landline switch-off directly affects those devices.
- Check eligibility for a social tariffs. These are based on qualifying benefits in the household, and someone whose circumstances have changed may now qualify without knowing it. Our guide to broadband for pensioners covers what is worth paying for.
If a provider handles any of this badly, our guide to complaints and the ombudsman explains how to escalate, free, after six weeks.
If the person has died rather than lost capacity
A power of attorney ends on death. From that point the authority passes to the executor or administrator of the estate, and the process is different. See our guide to broadband, phone and email after a death, which covers the order things need doing in.
Frequently asked questions
What is third party bill management?
It is an arrangement that Ofcom requires every telecoms provider in the UK to offer. It lets an account holder nominate someone to speak to the provider on their behalf, receive copies of bills and pay bills. The nominated person cannot close or change the account, and importantly does not become liable for the bills. It needs no solicitor, no court and no fee, but it must be set up by the account holder while they still have the capacity to ask for it.
Does a health and welfare lasting power of attorney work for a phone account?
No. Only a property and financial affairs lasting power of attorney gives authority over a telecoms account, and it must be registered with the Office of the Public Guardian. A health and welfare LPA covers decisions about care and medical treatment and does not extend to bills or contracts. Families often discover this at the point they need it.
Does my provider need the account password if I have power of attorney?
No. Ofcom's guidance says a provider should accept a registered lasting power of attorney without the password to the account, and can use different security checks if necessary. If you are told you cannot proceed without the password, it is reasonable to refer to that guidance and ask to speak to a supervisor or the provider's vulnerable customer team.
What can I do while waiting for a deputyship order?
You can ask for the account to be suspended. Ofcom's guidance specifically suggests that where someone has lost capacity without a power of attorney in place, and a Court of Protection application is under way, you could ask for the account to be suspended until the court order is issued so that no further charges accrue. This is not widely known and is worth asking for by name.
Does an ordinary power of attorney cover a broadband account?
Only while the person still has mental capacity. An ordinary power of attorney ceases to be valid legal authority as soon as the donor loses capacity, which is very often exactly the point at which a family tries to use it. If you are planning ahead, a registered lasting power of attorney for property and financial affairs is the document that keeps working.
What is an LPA access code?
It is a code that lets an organisation view a summary of a registered lasting power of attorney online rather than handling paper copies. The code has 13 characters, starts with the letter V, and is valid for 30 days from the day it is created. Access codes are available for lasting powers of attorney registered after 1 January 2016, and are not available for arrangements in Scotland or Northern Ireland.
How does this work in Scotland and Northern Ireland?
Scotland uses continuing powers of attorney for property and financial matters, which can be used before and after loss of capacity, and welfare powers of attorney which apply only after capacity is lost. These are registered with the Office of the Public Guardian in Scotland. Northern Ireland uses enduring powers of attorney registered with the High Court through the Office of Care and Protection, and an attorney must apply to register if the donor loses capacity.
Do I become responsible for the bills if I manage someone's account?
Not under third party bill management. Ofcom is explicit that the nominated person does not become liable for the bills. If you become the named account holder yourself, for example by taking the account into your own name, then you do become liable.
References
- Ofcom. (2016). Managing telecom accounts on someone's behalf. Office of Communications, prepared with the Office of the Public Guardian. https://www.ofcom.org.uk/phones-and-broadband/vulnerable-customers/power-of-attorney
- Ofcom. (2022). Treating vulnerable customers fairly: a guide for phone, broadband and pay-TV providers. Office of Communications.
- GOV.UK. (n.d.). Make, register or end a lasting power of attorney. https://www.gov.uk/power-of-attorney
- GOV.UK. (n.d.). Become a deputy: Court of Protection. https://www.gov.uk/become-deputy
- Office of the Public Guardian (Scotland). (n.d.). Power of attorney. https://www.publicguardian-scotland.gov.uk/
- nidirect. (n.d.). Managing your affairs and enduring power of attorney. https://www.nidirect.gov.uk/
- Mental Capacity Act 2005. https://www.legislation.gov.uk/ukpga/2005/9/contents
- Adults with Incapacity (Scotland) Act 2000. https://www.legislation.gov.uk/asp/2000/4/contents
Written by Adrian James, Broadband Editor at BroadbandSwitch.uk. Reviewed by Dr Alex J. Martin-Smith. Published 25 July 2026. Regulatory positions verified against Ofcom and Office of the Public Guardian sources on 25 July 2026. This page is general information about how telecoms accounts work. It is not legal advice. For advice on powers of attorney, deputyship or your own circumstances, speak to a solicitor, your local Citizens Advice, or the relevant Office of the Public Guardian. Spotted something wrong? Tell us and we will publish the correction.