This topic

Returning equipment

eljaybeetoo — Sat, 28 May 2022 17:29:22 GMT

I've recently left BT broadband and am getting frequent texts and emails about returning my equipment. As advised, I've logged in to My BT but can't find the return equipment option. I've looked several times.

Any pointers, please? This is getting tedious!

Re: Returning equipment

Les-Gibson — Sat, 28 May 2022 17:32:29 GMT

You should see this when you log into My BT if you are required to send any kit back

Re: Returning equipment

eljaybeetoo — Sat, 28 May 2022 17:40:46 GMT

Thanks for trying to help but no, I don't see that option at all. Is it on the homepage once logged in to My BT or are there other links that need to be followed?

Re: Returning equipment

Les-Gibson — Sat, 28 May 2022 18:00:39 GMT

It's on the homepage where you would normally see Your Offers but it may take a few seconds to load

Re: Returning equipment

eljaybeetoo — Sat, 28 May 2022 21:37:38 GMT

Nope! Thanks again for your suggestion though.

Re: Returning equipment

Les-Gibson — Sat, 28 May 2022 23:27:04 GMT

Did you receive this kit prior to 13/12/2019? If you did then it is yours to keep (see How to return and recycle your BT equipment for free | BT Help ), additionally I remember one of the moderators ( @NeilO ) once posting that that tile would only appear in your MyBT if you had kit that was required to be returned.

From the information you have given I would hazard a guess that it is yours to keep and someone in Customer Services has got it wrong (again)

Did you receive it prior to that date?

Re: Returning equipment

DavidM — Mon, 30 May 2022 09:35:18 GMT

Hi @eljaybeetoo and welcome to our community.

Sorry you're having problems ordering the returns bag. I can help you. I'll drop you over a private message now so you can get in touch.

Cheers

David

Re: Returning equipment

DavidM — Thu, 02 Jun 2022 15:31:43 GMT

Thanks for sending over the details @eljaybeetoo .

The returns pack has been ordered for you.

Cheers

David

Re: Returning equipment

StaceyW — Tue, 06 Sep 2022 16:26:54 GMT

I have the same problem, where I can’t see the option to return the equipment. Is it possible for someone to arrange for the bag to be ordered? Thanks

Re: Returning equipment

JohnC2 — Tue, 06 Sep 2022 18:11:07 GMT

Hi @StaceyW, thanks for posting and we'll be happy to arrange one for you.

I've sent you a Private Message so you can get in touch with us and we'll get it ordered for you.

Cheers

John

Re: Returning equipment

Reidy74 — Thu, 08 Sep 2022 08:35:31 GMT

Same problem here, need to return a Smart Hub but there is no Return Kit option, could a moderator arrange for a bag to be sent to me please? Thanks

Re: Returning equipment

JohnC2 — Thu, 08 Sep 2022 09:25:30 GMT

Hi @Reidy74, thanks for posting and we'll be happy to arrange this for you.

I've sent you a Private Message so you can get in touch with us.

Cheers

John

Re: Returning equipment

StaceyW — Fri, 09 Sep 2022 11:44:03 GMT

Thanks, but I seem to be sorted now.

Re: Returning equipment

carolineseries — Mon, 10 Oct 2022 10:29:22 GMT

Having recently moved house I also want to return equipment and also can't see how. Please can you help? Why do BT make this so hard? Can someone get them fix it, it is very frustrating.

Re: Returning equipment

PaddyB — Tue, 11 Oct 2022 09:10:05 GMT

Hi @carolineseries,

Thank you for posting. If you send me your details, I'll be able to arrange a returns bag for you to return your equipment back to BT.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Returning equipment

NorthernAnne — Thu, 27 Oct 2022 07:41:59 GMT

Hello

I have the same issue finding instructions for returning broadband equipment.

Can you arrange bags for me please.

Thank you.

Anne

Re: Returning equipment

RobbieMac — Thu, 27 Oct 2022 07:44:34 GMT

Hi @NorthernAnne

Welcome and thanks for your post!

Sorry you're having problems getting hold of the kit to return your broadband equipment. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Returning equipment

Carolynmercer — Thu, 27 Oct 2022 12:26:09 GMT

I have a BT box to return but have not received a bag. Help, please?

Re: Returning equipment

RobbieMac — Thu, 27 Oct 2022 13:49:41 GMT

Hi @Carolynmercer

Welcome and thanks for your post!

Sorry for the problems you're having getting hold of a returns kit. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Returning equipment

Gr0000ver — Tue, 01 Nov 2022 18:42:13 GMT

i am having the same issue as an engineer left a new Hub and said I would receive a return envelope. Could you arrange for one to be sent as per the above please ?

thanks