Parcels from BT - Broadband battery, phone

[camorr62]

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.

[imjolly]

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

[garybs29]

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

[camorr62]

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 

[garybs29]

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....

[Leanne_T]

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.

[camorr62]

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.

[camorr62]

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.

[iniltous]

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 .

[camorr62]

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