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Return of faulty equipment

jad1000 — Fri, 14 Jun 2024 16:20:11 GMT

Hello

I recently purchased a WiFi disc from the BT store, but need to return it as it is faulty. What is the returns procedure?

Thanks

Re: Return of faulty equipment

Keith_Beddoe — Fri, 14 Jun 2024 16:22:42 GMT

@jad1000

Welcome to this user forum for BT Residential phone and broadband customers.

Its now the EE store.

https://store.ee.co.uk/help/returns-and-refunds/returning-goods-our-returns-policy

Re: Return of faulty equipment

jad1000 — Fri, 14 Jun 2024 16:49:04 GMT

I have logged on to the EE store, but it doesn’t recognise my order number - it seems to expect something beginning with “SO”, but my order number (from bt.com) begins with VOL, so I can’t start the EE store returns process.

Re: Return of faulty equipment

Keith_Beddoe — Fri, 14 Jun 2024 18:18:05 GMT

Its sounds more like an order placed online via BT itself, as they use VOL numbers.

See https://www.bt.com/broadband/accessories

There was a similar thread regarding returns https://community.bt.com/t5/BT-Devices/Wrong-item-sent-by-bt-shop/td-p/2311246

Re: Return of faulty equipment

jad1000 — Sat, 15 Jun 2024 11:09:47 GMT

Thanks for that. The bt.com website doesn’t make any mention of returns either (as far as I can see), but I will try with the mail address you mention.