This topic

Return Equipment

Janbro01 — Wed, 15 Jan 2025 12:25:08 GMT

Hello

In December I left BT and returned all equipment asked for , I then got a letter confirming all received and I can recycle any other equipment,

a week later I get a email asking for hybrid connect or they will charge so I ordered a return label and posted back as I still had it.

now a month later I get a email, saying they will charge me .
I didn’t keep tracking receipt as the other equipment returned so easy.

i cannot pay for something I returned .
I was a loyal customer to BT for years until they increased my bill so much I had no option but to leave and paid early leave fee to get a deal with another supplier.
@Bthelp

Re: Return Equipment

Manatarms84 — Wed, 15 Jan 2025 12:30:18 GMT

Unfortunately BT will charge you unless you have proof of postage back to them, it may be a case of it being lost by Royal Mail on the way back to them, again cannot be proven without tracking.

BT do ask to keep a hold of proof of postage until they acknowledge they have it back.

Re: Return Equipment

Janbro01 — Wed, 15 Jan 2025 12:32:15 GMT

Thank you, so I might have to pay, I don’t think I have tracking info.

Re: Return Equipment

gg30340 — Wed, 15 Jan 2025 13:26:38 GMT

It was taking at least three weeks to update accounts when items were retuned so it may be that it is still being processed in the system.

Give BT Billing 0330.1234.150 a call and explain that you have retuned the item but unfortunately you did not retain the Proof of Postage. They may be able to help.

In future if you are returning items, take a photo of the Proof of Postage. You might lose the paper copy but hopefully you will not lose your phone as easily.

Re: Return Equipment

Janbro01 — Wed, 15 Jan 2025 13:28:01 GMT

Thank you

Re: Return Equipment

Janbro01 — Wed, 15 Jan 2025 16:38:34 GMT

Many thanks they sorted it

Re: Return Equipment

Leanne_T — Wed, 15 Jan 2025 16:52:43 GMT

Thanks for letting us know this is now sorted @Janbro01

Take care 🙂

Leanne.