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BT Return Equipment Issues

jp-wb — Mon, 29 Jan 2024 09:08:10 GMT

Good morning, all,

I'm moving to a new contract with BT and have received my return equipment bag/pre-paid label.

I took the equipment to the Post Office this morning, and they have told me they are unable to send the equipment back as the address is coming back invalid when they scan it.

Address is: BT Returns, Scottish Distribution Centre, SDC, XX50 5NN.

I've searched for this issue and seen other forum posters advise that Royal Mail know it's a Distro Centre and will 'just handle it', but my local is refusing to do that. At a loss on where to go next.

Thanks!

Re: BT Return Equipment Issues

NeilO — Mon, 29 Jan 2024 11:50:06 GMT

Hi @jp-wb That address looks ok, was the returns label recently sent to you or is it an old one? If you could take a picture of the returns label and post it here I can get it checked.

Thanks

Neil

Re: BT Return Equipment Issues

jp-wb — Mon, 29 Jan 2024 13:12:42 GMT

Hi Neil,

Please see attached.

I received the label yesterday - attempted to post today. Not quite sure what to do if I can't get Royal Mail to send it to the above post code though?

Thanks in advance

Re: BT Return Equipment Issues

NeilO — Tue, 30 Jan 2024 16:25:51 GMT

Thanks @jp-wb it's a non-geographic postcode which are quite normal for big businesses. They don't appear on the Royal Mail postcode checker but this doesn't matter, the post office can still process them. Did the post office clerk scan the barcode?

Thanks

Neil

Re: BT Return Equipment Issues

jp-wb — Mon, 29 Jan 2024 14:51:09 GMT

Thanks for the quick response, Neil!

She did scan it, yes, and was unfortunately quite adamant about not being able to send it. Perhaps I'll try a different Post Office in the week and get back to you if I have any further issues?

Re: BT Return Equipment Issues

M-H62 — Tue, 30 Jan 2024 14:34:49 GMT

I have the same issue. I am trying to return the TV box but my post office says they can’t accept it as there is an issue as it comes up as invalid

Re: BT Return Equipment Issues

StuartH — Tue, 30 Jan 2024 15:11:16 GMT

Hi @jp-wb and @M-H62

Thanks for highlighting this to us we want to investigate this further I am going to send both of you a private message please include the info requested and if possible a picture of the full address and bar code on the label so we can help.

Thanks

Stuart

Re: BT Return Equipment Issues

jp-wb — Tue, 30 Jan 2024 16:27:45 GMT

Thank you, Stuart,

I have personal messaged back, as requested.

Re: BT Return Equipment Issues

TVG — Thu, 11 Apr 2024 12:16:34 GMT

How was this resolved as we are sending parcels back with that address and I don’t want a wasted journey to post office

Re: BT Return Equipment Issues

M-H62 — Thu, 11 Apr 2024 12:40:09 GMT

I went back to the post office and persisted, so they accepted it eventually. It was still a nightmare though - BT kept messaging me to send the TV kit back, so I had to send them my tracking number for the parcel. They told me it had been received and to ignore future messages, which kept coming, until 2 months later they tried to charge me £140 for non-returned kit! I was fuming! I will never go down the BT/EE TV route again. I hope you have better luck.

Re: BT Return Equipment Issues

bobbruce — Fri, 20 Sep 2024 13:35:39 GMT

The returns information says you can schedule a free pickup of the items to be returned. I have the bag and post label but as has already been said, the non geographical post code isn't recognised on the Royal Mail website so it is not possible to schedule a pickup.

Why do BT have to make a simple operation so difficult?

Re: BT Return Equipment Issues

edbostan — Fri, 20 Sep 2024 20:26:02 GMT

I returned my Box Pro to that address last month with no problem