This topic

Parcels from BT - Broadband battery, phone

camorr62 — Thu, 20 Aug 2026 10:58:09 GMT

My 97 year old neighbour has received 3 parcels from BT this year, all identical consisting of a battery pack for broadband, digital phone and a splitter cable. She did not request one, let alone three of these packages. I have tried to contact BT to find out what to do with these items but their customer service is infuriating. Anyone know why BT would be sending these unsolicited parcels to her, it is making her quite upset.

Re: Parcels from BT - Broadband battery, phone

imjolly — Thu, 20 Aug 2026 11:09:15 GMT

try contacting billing using message now and see if they can help or connect you with someone that can

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Parcels from BT - Broadband battery, phone

garybs29 — Thu, 20 Aug 2026 11:20:50 GMT

They won't be unsolicited, sounds very much like the equipment for a change to digital voice, have they received any other comms too?

Re: Parcels from BT - Broadband battery, phone

camorr62 — Thu, 20 Aug 2026 11:28:02 GMT

Finally got connected to someone, only to be confronted with multiple questions for 'security' which I could not answer as I am not the customer. All to answer a simple question as to why BT would keep sending her packages she had not requested

Very poor

Re: Parcels from BT - Broadband battery, phone

garybs29 — Thu, 20 Aug 2026 11:35:02 GMT

Again it's likely for the digital voice setup, ask her for any other comms too

As an aside it's not poor they're protecting somebody's account under data protection....

Re: Parcels from BT - Broadband battery, phone

Leanne_T — Fri, 21 Aug 2026 14:19:18 GMT

Hi there @camorr62

Thanks for coming to the community for your neighbour.

Could you possibly give us a call when your neighbour is with you, so our broadband guides can get the parcels looked into?

Please let us know how you get on and if your neighbour needs any further support.

Leanne.

Re: Parcels from BT - Broadband battery, phone

camorr62 — Fri, 21 Aug 2026 14:56:08 GMT

I was not asking a question that required them to divulge any personal information. I simply wanted to know why they would send three sets of equipment to her. She is 97 years old and has dementia. If they had sent any communication that the equipment was part of a planned upgrade the problem would not have arisen.

Re: Parcels from BT - Broadband battery, phone

camorr62 — Fri, 21 Aug 2026 14:59:16 GMT

Problem sorted thanks. Apparently an engineer is coming to install. The previous two lots of equipment were sent ahead of proposed visits that were cancelled (No idea who would have cancelled them though). You would have thought there would have been some record that the equipment was already at the property rather than sending more packages.

Re: Parcels from BT - Broadband battery, phone

iniltous — Fri, 21 Aug 2026 15:24:39 GMT

Keep the items as they will almost certainly have to be returned when notified to do so ….if dropping them off at the post office isn’t possible, then as far as I know you can request they are picked up from the address , the return info is provided with the request to return the items .

Re: Parcels from BT - Broadband battery, phone

camorr62 — Fri, 21 Aug 2026 15:31:40 GMT

The engineer can take them with him after he has done the installation

Re: Parcels from BT - Broadband battery, phone

iniltous — Fri, 21 Aug 2026 16:04:12 GMT

The engineer will be Openreach employee or an Openreach contractor, not a BT employee, handing these items over to the installer isn’t a good idea ,( that’s if they take them off your hands in the first place ) that won’t stop BT chasing you for them .

Re: Parcels from BT - Broadband battery, phone

licquorice — Fri, 21 Aug 2026 19:08:33 GMT

@camorr62wrote:
The engineer can take them with him after he has done the installation

Nooooo, do not whatever you do give them to the Openreach engineer, they are not BT.

Re: Parcels from BT - Broadband battery, phone

camorr62 — Fri, 21 Aug 2026 20:38:29 GMT

Please understand that I will be doing nothing with them as they are not in my house. My neighbour may ask the engineer to take them away though. I can't control what she does with them. I would try to get BT to collect them from her but I am not prepared to spend another two hours trying to get BT to listen to me as I am not the customer.

Please no more comments.

Re: Parcels from BT - Broadband battery, phone

licquorice — Fri, 21 Aug 2026 20:45:53 GMT

If you don't want comments don't post the question.

Re: Parcels from BT - Broadband battery, phone

gg30340 — Fri, 21 Aug 2026 22:05:56 GMT

Here is a comment you can pass onto your neighbour.

Do not give them to the Openreach person.

She can return them to BT herself or get a friendly neighbour, perhaps you know one, or as you have already taken on her issue by posting here you could help her your self by reading the following easily found link describing the many different ways to return equipment to BT .

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo