This topic

BT Returns

wise1 — Fri, 06 May 2022 22:46:37 GMT

I have returned a SmartHub 2 using the supplied returns bag on 12th April 2022; I have the reciept from the Post Office as proof of sending.

I was sent a chaser text message on the day I posted it and replied with the tracking number.

However I am just over a week away from the returns deadline and I noticed it is still showing as pending reciept on MyBT page.

Can someone please help - not happy about being threatened with a non returned equipment charge when I have done the return.

Tony

Re: BT Returns

juiceof2limes — Fri, 06 May 2022 23:14:32 GMT

I returned my old hub on 30th March and I know they received it a day later. BT finally acknowledged my return on 6th May (had email + text to confirm). So it has taken them over a month. I also had chasers but gave them my proof of posting code and they updated their system a few weeks back.

Re: BT Returns

Les-Gibson — Sat, 07 May 2022 06:18:12 GMT

Go to the Royal Mail site and print off proof of delivery as a pdf document then ask a moderator for assistance and send him the print out in a private message when requested to do so

Re: BT Returns

DanielS — Sat, 07 May 2022 08:43:56 GMT

Good morning @wise1,

Thanks for taking the time to send the equipment back to us.

If you can get the info that @Les-Gibson mentioned, I'll be able to look into this for you.

I've sent you a private message that you can reply back to when you're ready.

Thanks
DanielS

Re: BT Returns

wise1 — Sat, 07 May 2022 10:34:50 GMT

Thanks everyone - DM replied with requested info

Re: BT Returns

wise1 — Fri, 13 May 2022 07:21:48 GMT

Still no response or follow up; just now got another email chasing me to return it.

Options please? Can a mod chase the DM reply?

Re: BT Returns

wise1 — Fri, 13 May 2022 09:42:29 GMT

Just called 150 and they have marked it as received; got text message confirmation

Re: BT Returns

DanielS — Fri, 13 May 2022 10:07:45 GMT

Good morning @wise1,

Thanks for getting back to us and for confirming that the issue has been resolved.

I am so sorry that your private message didn't drop into our work queue. If you need any other help with this, please let me know and I'll have it picked up for you.

Thanks
DanielS

Re: BT Returns

Thurlow16 — Tue, 18 Oct 2022 18:34:55 GMT

Think the problem is more likely to be with Royal Mail rather than BT.

I sent equipment back and Royal Mail tracking showed it had not moved for 3 weeks (maybe strikes). I complained to Royal Mail and by chance got an email from BT next day acknowledging receipt, but the tracking status had not changed.