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After 5 weeks, still no update on my kit being returned

Miguel200011 — Sat, 06 Jan 2024 07:26:27 GMT

On around November 26th I sent my kit back to BT via post office. I kept the receipt but unfortunately lost it a couple of weeks later. It has been 5 weeks and there are 8 days left until I will be charged £50. Can somebody please help me as there is no reason why I wouldn't send the kit back.

BT website still states awaiting return.

Thank you

Re: After 5 weeks, still no update on my kit being returned

imjolly — Sat, 06 Jan 2024 10:07:29 GMT

try CS 03301234150 and they should be able to help or try billing team

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

Re: After 5 weeks, still no update on my kit being returned

FIZZYLP — Sat, 06 Jan 2024 10:38:55 GMT

Hello @Miguel200011

BT can mark the equipment as returned manually and on some occasions they can track the parcel’s location.

Best department to contact would be Home Connections who deal with anything from order failures to faults and anything inbetween on 0330 1234 150.

Getting this remarked as returned before the 8 days are up will avoid the penalty, can still be marked as returned after the penalty but you’ll either have to wait for next bill or final bill for the credit.

Re: After 5 weeks, still no update on my kit being returned

gg30340 — Sat, 06 Jan 2024 15:37:33 GMT

If you call BT 0330.1234.150 with your Proof of Sending or your Proof of Receipt they can update your account.