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Returned router

Gerry7 — Wed, 28 May 2025 18:07:45 GMT

After receiving a new router to use digital voice, I returned the old router as requested on the 9/5/25. Royal Mail tracking revealed that it was delivered to BT on 13/5/25. I was notified on the BT app that Bt was awaiting return’.

Have been trying to contact them by telephone but not getting past recorded messages. Help!

Re: Returned router

imjolly — Wed, 28 May 2025 18:20:39 GMT

Contact billing using message now and give them your tracking number and they will update your account

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Returned router

Gerry7 — Wed, 28 May 2025 19:36:33 GMT

Thank you for your help, problem resolved after I took your advice.

Re: Returned router

edbostan — Thu, 29 May 2025 05:19:35 GMT

I returned my BT box and old router with an email confirming their return. Perhaps this only happens with BT Email.