Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00

JP-online — Wed, 11 Mar 2026 11:46:17 GMT

I'm a housebound customer and haven't been able to leave my home for around a decade. I've been on the Home Home Essential Fibre Essential with Digital Voice for years, as happens annually, there is an automatic reassessment to ensure that I still qualify for this package.
Yesterday, I received an email advising that it had been renewed as per usual, so everything was fine as far as I was aware.
Today I received a title "We Need Our Kit Back", which advises me that there is a Smart Hub 2 on its way to me and that if I don't return it, then I'll be fined £65.00 by BT.
I didn't order the Hub; I've never had one sent to me before when the package was renewed.
I live on my own and have no support from anybody, anywhere. I've not been able to leave my house for around a decade and have to deal with everything myself.
The Hub email advises me to just pop itin a box and return it via Royal Mail, but again I have no way of getting to Royal Mail due to not having any support and being housebound. I don't want the bloody Hub.
I'm sure for many people the £65 may not sound like much, but due to how little money I have, £65.00 is close to an entire month's worth of food for me. The £65 will literally be the end of me.
I now struggle with live communication on the phone, which is why I resort to using this place.
Can somebody please help me? I don't want the Hub. Please don't send it to me, or if you have to for some reason, you're welcome to have it back because it's of no use to me, but I'm only able to return it from my home.

Re: Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00

imjolly — Wed, 11 Mar 2026 12:03:23 GMT

do you have digital voice or are you being moved to digital voice at this renewal which would be normal? DV requires the BT SH2 to make and receive calls.

Re: Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00

gg30340 — Wed, 11 Mar 2026 12:15:57 GMT

If you do have to send any BT equipment back you can have Royal Mail pick it up from your address.

See link.

How to return and recycle your BT equipment | BT Help

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Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00

Re: Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00

Re: Home Essential Fibre Essential with Digital Voice Renewal / One Off Charge of £65.00