This topic

Return of Equipment

Harryo1 — Thu, 03 Nov 2022 15:18:17 GMT

I recently had fibre broadband installed. Since then I have been constantly harassed to return equipment (the router according to my online account). But if I do return it I don't understand how the system can operate as the engineer plugged it into a socket (ONT) on the wall. What on earth is going on - or have I missed something?

Re: Return of Equipment

Keith_Beddoe — Thu, 03 Nov 2022 15:20:47 GMT

@Harryo1

Did you already have an existing BT Home Hub from an earlier BT Broadband package?

Re: Return of Equipment

Harryo1 — Thu, 03 Nov 2022 15:23:17 GMT

Thak you for the quick response. The answer is "yes". Maybe I should have been given a new router?

Re: Return of Equipment

Keith_Beddoe — Thu, 03 Nov 2022 15:26:51 GMT

So you used your existing BT Smart Hub, was it a Smart Hub 2?

Re: Return of Equipment

Harryo1 — Thu, 03 Nov 2022 15:28:16 GMT

Yes it was - I've just checked. But this is the one that they want back, according to my account.

Re: Return of Equipment

Keith_Beddoe — Thu, 03 Nov 2022 15:31:31 GMT

That does seem a bit odd. Did you request a phone service (BT Digital Voice), as they would normally send a Smart Hub 2 as part of the order, as its needed for a phone service?

Re: Return of Equipment

Harryo1 — Thu, 03 Nov 2022 16:02:06 GMT

I understood that there was no option but to take digital voice as the existing landline was to be made inoperable as a consequence of moving to fibre. But from what you say, I wonder if BT assumed that a new router has been provided and they automatically chase for return of the old one. I did intend to ignore the demands for return but I don’t now think I should or could. It seems that there is no e mail address for BT which I can use as every request from them says something like “don’t reply”. Which, from a communications company is pretty ironic, particularly as, when I call, I keep getting told how busy they are and please try online.

Re: Return of Equipment

Keith_Beddoe — Thu, 03 Nov 2022 16:07:30 GMT

I have asked a moderator to advise.

Re: Return of Equipment

Harryo1 — Thu, 03 Nov 2022 16:12:00 GMT

Many thanks for all your trouble.

Re: Return of Equipment

DavidM — Thu, 03 Nov 2022 16:37:18 GMT

Hi @Harryo1 and welcome to our community.

Thanks for posting about the returns query. I'm sorry for any confusion. I can sort this out. I'll drop you over a private message now so you can get in touch.

Thanks @Keith_Beddoe for raising.

Cheers

David

Re: Return of Equipment

Harryo1 — Fri, 04 Nov 2022 09:49:55 GMT

Forgive my ignorance, David, but I can't seem to see any message. What have I done wrong, please?

Re: Return of Equipment

NeilO — Fri, 04 Nov 2022 11:06:56 GMT

@Harryo1 I'm sorry about that, I've sent you another private message you'll find it by clicking this link.

Thanks

Neil