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Unauthorised Order on My Account – Urgent Help Needed

JET1 — Sun, 19 Apr 2026 14:03:10 GMT

Unauthorised Order on My Account – Urgent Help Needed

Hi everyone, hoping someone can advise.

An order for a digital phone has been placed on my BT account without my permission. The equipment has already arrived, but I did not request it and I have never agreed to any changes to my service.

Because of this unauthorised order, my account is now locked and I can’t manage my services or make any updates until the order completes. This is completely unacceptable.

My Hub does not have a ' green' socket for a digital phone so it is totally useless

I need the following to be sorted as soon as possible:

Cancellation of the unauthorised order
A returns label or instructions so I can send the equipment back
My account to be unlocked so I can manage my services normally
Written confirmation that I will not be charged for the order or the equipment

This is a complaint about an order I did not place. How can I escalate this to a real human advisor who can actually fix it?

Thanks in advance.

Re: Unauthorised Order on My Account – Urgent Help Needed

imjolly — Sun, 19 Apr 2026 14:04:41 GMT

you can contact billing using message now in this link or phone CS 03301234150 and they should help you

your post does not go to BT

Broadband | BT Help

Re: Unauthorised Order on My Account – Urgent Help Needed

JET1 — Sun, 19 Apr 2026 14:28:00 GMT

Thanks - I got though - Wonderfully BT Human called Dan has helped me ...

Re: Unauthorised Order on My Account – Urgent Help Needed

chrisjp — Sun, 19 Apr 2026 22:03:23 GMT

"My Hub does not have a ' green' socket for a digital phone so it is totally useless"

Just a comment to clarify this. "Digital phones" do not need digital voice for them to work (the green socket on the hub) - they'll work perfectly well plugged into the older BT master socket or indeed extension sockets.
Similarly, ANY phone, digital or non-digital, will work when plugged into the green socket on the hub, if you do have the digital voice telphone service.
It's another BT naming confusion - using the word "digital" to describe two different things.

Re: Unauthorised Order on My Account – Urgent Help Needed

JET1 — Mon, 20 Apr 2026 09:13:32 GMT

Thank you for this, chrisjp. It’s honestly so confusing why they send out unsolicited loan equipment i.e. digital voice phone. It’s a real pain having to organise BT to send packaging to send it back, or risk being charged for equipment I never even ordered.

Re: Unauthorised Order on My Account – Urgent Help Needed

garybs29 — Mon, 20 Apr 2026 09:44:15 GMT

Sounds like it was a DV order so will need to be switched some other time instead

Re: Unauthorised Order on My Account – Urgent Help Needed

licquorice — Mon, 20 Apr 2026 14:30:02 GMT

Digital Voice phones are not loaned, they are not required to be returned.