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Kit returned and acknowledged but still demand for £50.

Gray86b — Sat, 20 Jul 2024 16:34:16 GMT

I returned my modem and extender disc in the provided bag at the end of my contract in April.
On 24th April I received confirmation that my kit had been received and would be recycled, I deleted the email but still have the SMS.
Every two weeks since I get a reminder to return my kit.
I have spoken to some lovely people at BT who promised to help but the system says I only sent back my extender and not my modem which is clearly untrue.
After the last service person promised to help I received an SMS which just said "Your case is now closed".
I have just received my Final reminder to pay from the debt recovery unit.
Can someone please tell me what I can do about this harassment. I'm prepared to go to court for this, waving my phone with the returns receipt sms.

Re: Kit returned and acknowledged but still demand for £50.

gg30340 — Sun, 21 Jul 2024 08:21:14 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Kit returned and acknowledged but still demand for £50.

iniltous — Sun, 21 Jul 2024 08:31:55 GMT

Just curious, you had two items to return, did you send them separately ? , I fairly recently sent back an old router ( change to DV ) and a BTTV box ( don’t have BTTV anymore ) , two return envelopes arrived, I could have easily put both items in one envelope to return but didn’t , I used both envelopes, thinking the shipping information was likely to be used to confirm receipt rather than the contents of the envelope.

Re: Kit returned and acknowledged but still demand for £50.

Gray86b — Sun, 21 Jul 2024 08:42:46 GMT

It was one huge bag so I put both items and the cables into and sealed it.

I was already with a new provider for a month before this as BT insisted on 30 days notice even though I was at end of contract. I was already using a new eero modem so had the BT equipment ready to go into the bag.

My acknowledgement of receipt came at 9am on a Sunday morning.

Re: Kit returned and acknowledged but still demand for £50.

iniltous — Sun, 21 Jul 2024 08:57:58 GMT

My point is your receipt potentially was for 1 of 2 items , if you never received 2 ‘bags’ then obviously it’s a reasonable assumption they want you to put both items in it , but if two return bags were received , not using them both could cause issues.
30 days notice is standard policy , and no doubt your new provider will have the same requirement, presumably you are no longer on Openreach as that’s effectively 10-14 days notice ( the lead time to switch is the notice ) if changing provider but staying on Openreach , unless you didn’t use the correct procedures.

If you did move to Virgin or an Alt Net , it’s them you should be annoyed at for not arranging their connection to coincide with the end of the 30 days , or at least advising you of the need for you to give 30 days notice .

Re: Kit returned and acknowledged but still demand for £50.

Gray86b — Sun, 21 Jul 2024 09:09:01 GMT

I was only sent one bag for the return so both items went into it.

There was no handover from one provider to another. I cancelled my BT contract as it was ending and I contacted Youfibre to provide services. Suprise surprise I was connected to Youfibre on a new cable with 3 days.

Re: Kit returned and acknowledged but still demand for £50.

NeilO — Sun, 21 Jul 2024 09:57:12 GMT

Hi @Gray86b I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help.

Neil

Re: Kit returned and acknowledged but still demand for £50.

Gray86b — Sun, 21 Jul 2024 10:34:53 GMT

Thanks I'll respond as soon as possible

Re: Kit returned and acknowledged but still demand for £50.

Gray86b — Mon, 22 Jul 2024 16:18:31 GMT

A big thank you to the moderators, specifically Robbie Mac for solving my case. Stress now reduced to normal levels 😁