This topic

Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 11:04:37 GMT

I am having a nightmare. A friend of mine passed away and there is equipment to return. His account has been cancelled by his son but I have been asked to return the equipment on his behalf as I set up the account for my friend in the first place. Rung BT and because I am not the account holder, who is now deceased, BT will not send me the appropriate packaging or even a return label. The last thing I want is his estate being sent a bill for the none return. I feel as though I am banging my head against a brick wall. They want the equipment back as part of the contract but will not help in any way. Any ideas for help please.

Re: Deceased friend, can't return equipment

imjolly — Fri, 11 Jul 2025 11:09:18 GMT

is your friends account still active? if so do you have access then you can appoint yourself account manager which should allow you to talk to BT about a return bag

Re: Deceased friend, can't return equipment

gg30340 — Fri, 11 Jul 2025 11:26:50 GMT

As the account has been cancelled you should contact the Executor of the estate, which might be the son, and tell him what the problem is and it is up to him to deal with it.

The Executor should be able to act on behalf of the deceased and get and give the appropriate information to BT in order to return the equipment.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 12:45:42 GMT

The problem with that is he lives miles away. I would have thought, as it is their equipment they would accept it off anybody who knew the phone number it appertained to and on their records the account is closed. The deceased only had phone nothing else.

Re: Deceased friend, can't return equipment

gg30340 — Fri, 11 Jul 2025 12:50:08 GMT

If he only had a phone account there will be nothing to return. BT do not want old phones back but they will take them if you want to recycle them or you could just take it to your local recycling site.

Re: Deceased friend, can't return equipment

licquorice — Fri, 11 Jul 2025 12:53:38 GMT

It won't even be BT owned equipment anyway. BT haven't supplied telephony equipment for decades.

Any equipment would have been bought by the deceased, not supplied by BT.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 12:57:41 GMT

He had a hub and a phone off them that was compatible with the coming change. Hence the reason for the need to return. BT provided it all at the beginning of this year. Nothing was purchased by the deceased.

Re: Deceased friend, can't return equipment

gg30340 — Fri, 11 Jul 2025 12:57:22 GMT

Have you been asked to return them by BT. If they have they will send out a returns bag to the account holders address. If there is not a bag there, get the account number from the son, it will be on the bill, and then call BT and ask them to send out another bag referencing the account number.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 13:00:02 GMT

It was on the contract that all equipment supplied by BT must be returned to them. With no return you are billed for the items and the charges are horrendous.

Re: Deceased friend, can't return equipment

licquorice — Fri, 11 Jul 2025 13:02:22 GMT

If he had a hub he must have had broadband as well as telephony.

Re: Deceased friend, can't return equipment

gg30340 — Fri, 11 Jul 2025 13:06:11 GMT

I know you are trying to help but this should not be your concern. It is up to the executor or the son to deal with this as they will be acting on behalf of the estate, and at the very least it is up to them to contact BT and have them send out a bag, if required, to your address.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 13:23:47 GMT

Problem now sorted, I rang BT again and went through to a different dept and spoke to someone sensible. They are going to send me the packaging and label so I can return it all.

Thank you for all your suggestions.

Re: Deceased friend, can't return equipment

licquorice — Fri, 11 Jul 2025 13:26:17 GMT

Make sure you keep the proof of posting slip.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 13:27:29 GMT

No broadband, he didn't have a computer or tablet of any type or even a mobile phone. The equipment was in preparation for when landlines are being switched off for later this year.

Re: Deceased friend, can't return equipment

Pennydog — Fri, 11 Jul 2025 13:30:04 GMT

Now that is something that I always do, even after it has been marked as received. I will hang onto it for about 6 months, just in case.