Deceased friend, can't return equipment

[Pennydog]

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.

[imjolly]

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

[gg30340]

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.

[Pennydog]

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.

[gg30340]

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.

[licquorice]

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.

[Pennydog]

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.

[gg30340]

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.

[Pennydog]

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.

[licquorice]

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