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Broadband Cancellation

GD2021 — Mon, 10 Jun 2024 11:13:55 GMT

Hi. I have a 2021 contract which ended 2023. I'm changing service provider. Does anyone know what equipment I'll need to return to BT and where I find its returns process? I assume the router, TV box get returned but the extenders and TV aerial remain with me? Any help gratefully received. Thanks.

Re: Broadband Cancellation

Keith_Beddoe — Mon, 10 Jun 2024 11:18:39 GMT

@GD2021

Welcome to this user forum for BT Residential phone and broadband customers.

You will be informed by BT, what needs to be returned, once your service is ceased.

What do you mean by extenders?

Re: Broadband Cancellation

GD2021 — Mon, 10 Jun 2024 11:27:13 GMT

Thanks Keith. I'll await their returns email. The extenders look like two electrical plugs which plug into your normal house sockets. My router sits next to the fibre connection in a cupboard under the stairs. My TV is in a room several metres away. I connect the router to plug/socket 1 and then then TV to plug/socket 2 so I have a wired connection to the TV which leaves the Wi-fi free for other devices. I'm pretty sure I purchased them and didn't rent them hence why I think they stay.

Re: Broadband Cancellation

DavidM — Mon, 10 Jun 2024 11:30:42 GMT

Hi @GD2021 and thanks for posting.

You'll automatically receive a returns bag to send back any equipment. If you've purchased any it's yours to keep.

Cheers

David

Re: Broadband Cancellation

Keith_Beddoe — Mon, 10 Jun 2024 11:33:11 GMT

Fine, I was just checking that the extenders were not the BT Complete Wi-Fi discs, as they have to be returned.

Your new provider should inform BT that they are taking over your service, provided that your new provider used the Openreach network. If not, then you would need to inform BT yourself.

Re: Broadband Cancellation

GD2021 — Mon, 10 Jun 2024 11:34:39 GMT

Thanks David.

Re: Broadband Cancellation

GD2021 — Mon, 10 Jun 2024 11:36:12 GMT

New provider is on the case with them and BT both saying new service should be live 21/06/24. Fingers crossed.