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New BT customer

Terriedawn — Sat, 14 Oct 2023 17:15:39 GMT

I am about to be a new BT customer, but my BT Smart Hub has got lost in Royal Mail. Was sent by track48 on 9th October and still not arrived. So now I am without broadband or telephone line.

I have tried telephoning BT but told that they sent it within timescale, so nothing they can do.

Anyone else had trouble receiving their BT equipment?

Re: New BT customer

imjolly — Sat, 14 Oct 2023 17:33:14 GMT

Where does the royal mail tracker say where the package is?

Re: New BT customer

caravanj — Sat, 14 Oct 2023 17:58:17 GMT

@Terriedawn

The legal position is quite clear under the Consumer Rights Act 2015.

Your contract for the BT Hub is with BT, not with Royal Mail.

It is the responsibity of BT to send you another hub & it's up to BT to chase Royal Mail.

As for Royal Mail they have small print saying that a parcel won't be regarded as lost until, without checking, it's something like a fortnight overdue.

However, this does not affect your rights under the Consumer Rights Act 2015.

Re: New BT customer

Terriedawn — Sun, 15 Oct 2023 08:39:55 GMT

Thank you. I have managed to get the same through to BT now. They are sending a second hub out now. Hopefully it will arrive.

Re: New BT customer

Terriedawn — Sun, 15 Oct 2023 08:41:29 GMT

Royal Mail tracker says it is at the south Midlands sorting office since Tuesday.

New BT customer

Terriedawn — Sun, 15 Oct 2023 17:11:57 GMT

I am having to repost this because someone declared my problem solved, when clearly it isn't.

I am about to be a new BT customer, but my BT Smart Hub has got lost in Royal Mail. Was sent by track48 on 9th October and still not arrived. So now I am without broadband or telephone line.

I have tried telephoning BT but told that they sent it within timescale, so nothing they can do.

Anyone else had trouble receiving their BT equipment?

Re: New BT customer

VeteranISPUser — Sun, 15 Oct 2023 17:24:30 GMT

Hi @Terriedawn

Confused, are you now saying that they have not sent you another one?

https://community.bt.com/t5/Bills-Packages/New-BT-customer/m-p/2320342#M160383

Re: New BT customer

Terriedawn — Mon, 16 Oct 2023 11:05:41 GMT

As I stated from the very beginning, the Hub has been stuck at Royal Mail sorting office since last Tuesday.

My problem isn't sorted, as with no Hub, I have no broadband.

Re: New BT customer

Anonymous — Mon, 16 Oct 2023 11:14:28 GMT

As @VeteranISPUser said, you posted yesterday morning that BT were sending a replacement.

If you want to solve this today just go to Facebook Marketplace & spend a few pounds on a Smart Hub.