This topic

Returned equipment but still shows as outstanding

JensAsh — Wed, 31 Aug 2022 18:49:16 GMT

Have recently returned my old Hub in the returns envelope provided by BT. Royal Mail tracking says it was received bt BT on 25-08-22. However according to my BT account the equipment is still outstanding. Who should I contact to sort this out?

Re: Returned equipment but still shows as outstanding

ozsat — Wed, 31 Aug 2022 19:15:17 GMT

I took about two weeks for my last return to show on BT as received after RM showed delivered.

Re: Returned equipment but still shows as outstanding

gg30340 — Wed, 31 Aug 2022 19:53:52 GMT

BT are presently taking up to four weeks to mark items as returned on accounts.

If you have Proof of Delivery you can call BT 0800.800.150 and they will update your account for you.

Don't call today as BT are on strike, wait until tomorrow.

Re: Returned equipment but still shows as outstanding

JensAsh — Wed, 31 Aug 2022 20:36:04 GMT

Thanks for reply. Only proof of delivery is on Royal Mail tracking site which says it's been delivered. Is this good enough to prove delivery?

Re: Returned equipment but still shows as outstanding

gg30340 — Wed, 31 Aug 2022 20:55:03 GMT

Yes.

Re: Returned equipment but still shows as outstanding

mnesomii — Thu, 01 Sep 2022 05:59:20 GMT

Just to add to what others are saying, it does take quite some time before you get the text from BT thanking you for returning the equipment. So I would use the info you have from Royal Mail as your confirmation.

I returned some equipment recently too and it was just over a month before BT themselves confirmed it.

Re: Returned equipment but still shows as outstanding

JensAsh — Thu, 01 Sep 2022 06:40:28 GMT

Thanks for the reply. I was getting worried about the possible fine for non-return of equipment. Now feel reassured that hopefully I should hear something in next couple of weeks

Re: Returned equipment but still shows as outstanding

licquorice — Thu, 01 Sep 2022 08:34:11 GMT

It must be costing BT far more in admin than ever the returned kit is worth.

Re: Returned equipment but still shows as outstanding

madasaman — Thu, 20 Oct 2022 16:39:10 GMT

I am having the same problem I posted the kit back on the 5th Oct, it was delivered on the 7th Oct, but I am being bombarded with messages telling me to send the kit back. Also the message says to reply if I have sent kit, but I cant reply to the bl**dy message. If I get charged £50, I will be getting my solicitor involved.

Re: Returned equipment but still shows as outstanding

JensAsh — Thu, 20 Oct 2022 16:55:00 GMT

Took BT about 4 weeks to process my returned equipment once it had reached them.

Re: Returned equipment but still shows as outstanding

gg30340 — Thu, 20 Oct 2022 18:26:36 GMT

@madasaman wrote:

I am having the same problem I posted the kit back on the 5th Oct, it was delivered on the 7th Oct, but I am being bombarded with messages telling me to send the kit back. Also the message says to reply if I have sent kit, but I cant reply to the bl**dy message. If I get charged £50, I will be getting my solicitor involved.

It is taking BT about four weeks to update accounts once the returned item has been received. If you call BT 0800.800.150 with either Proof of Postage or Proof of Receipt and they will update your account.

Re: Returned equipment but still shows as outstanding

madasaman — Thu, 20 Oct 2022 19:44:38 GMT

You are joking, I was on hold for 45 mins earlier today

Re: Returned equipment but still shows as outstanding

gg30340 — Thu, 20 Oct 2022 19:56:12 GMT

@madasaman wrote:

You are joking, I was on hold for 45 mins earlier today

That is because BT are on strike today!

Re: Returned equipment but still shows as outstanding

madasaman — Fri, 21 Oct 2022 08:15:43 GMT

Got through this morning, now marked on account as returned. Thanks all