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BT are saying I haven't sent back my old router.

cagey1two3 — Wed, 09 Oct 2024 09:21:13 GMT

Hi, we moved into our new home in February of this year. During July/August of this year, we had a new router sent out because the WiFi settings had stopped working and couldn't be resolved. We were sent a new router and returned the old router back as requested. My partner is unsure if she still has the receipt as you can imagine, that was a little over 2 months ago. She received an email this morning saying that we hadn't sent the router back, which is very frustrating and annoying knowing that was incorrect. Is anyone able to shed any light and possibly look further into this please. Kind regards

Karl

Re: BT are saying I haven't sent back my old router.

imjolly — Wed, 09 Oct 2024 10:37:06 GMT

you can try billing 'message us' and see if they can help you https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: BT are saying I haven't sent back my old router.

cagey1two3 — Wed, 09 Oct 2024 15:18:22 GMT

Thanks, we have found the postal receipt so hopefully we will get this sorted. Very annoying because this is the second time they have done this. Pretty miserable service all in all. We will be pretty happy on e our contract with BT ends.

Re: BT are saying I haven't sent back my old router.

Leanne_T — Wed, 09 Oct 2024 16:14:57 GMT

Hi @cagey1two3

Thanks for coming to the community.

I am sorry this has happened, if you could please get in touch as @imjolly has advised and the team can get the return looked into for you.

Let us know how you get.

Leanne 🙂