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Lost returned router

abb16ott — Fri, 24 Jan 2025 20:57:14 GMT

I’ve read lots of messages on here about lost returned equipment

I sent a router back several weeks ago using the prepaid postage

i I didn’t get a receipt and I keep getting messages about returning it

i called the help centre and explained and also asked if they paid for the postage why they haven’t got that on the system.. they said good point we should

however unless it gets a scan I’ll get charged £50

why would I want the old router.

what can be done here please

Re: Lost returned router

imjolly — Sat, 25 Jan 2025 07:45:12 GMT

the forum mods no longer have account access so cannot help you can try the billing team message now and see if they can help but it is up to you to get receipt of postage which saves this problem

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

Re: Lost returned router

Leanne_T — Sat, 25 Jan 2025 09:12:18 GMT

Morning @abb16ott

Thanks for coming to the community.

To get the return looked into, I would suggest getting back in touch with one of our guides as @imjolly has advised,

They will have access to the account for you to help get this investigated.

Please let us know how you get on 🙂

Leanne.

Re: Lost returned router

iniltous — Sat, 25 Jan 2025 09:19:24 GMT

TBH , I have little sympathy when posters come here and complaining that they didn’t follow the simple instructions that clearly state to retain the proof of posting in case of disputes , and now they have a problem as it’s being disputed that the item was ever posted …..in my case I took a photo of the receipt so even if I couldn’t find the paper copy, I had the details stored on my phone , as it turned out I never had an issue , but it seems reckless to not even ask for the receipt from the Post Office , the stuff about won’t their be alternative ways to prove the router was sent , if that was the case why would the returns information state to retain the proof of postage ,FWIW , there’s a pretty good chance that the charges are waived , but not following the instructions is barmy .

Re: Lost returned router

Manatarms84 — Sat, 25 Jan 2025 10:39:49 GMT

The postage is pre paid which means that there is no proof generate until the postage is used at the post office where they would always give you proof of return.

Royal Mail may have lost it, without the proof of return BT can charge you as it's just your word the bag was used, BT won't be able to see anything from Royal Mail. It's a bad situation but I don't see any way around it for you. You can call BT and see if they will forgive the charge but that's going to be down to the person you speak to

Re: Lost returned router

Keith_Beddoe — Sat, 25 Jan 2025 11:17:45 GMT

Judging by the number of BT loaned items appearing on auction sites etc, I guess that people are unaware that they have to be returned, even if they no longer use BT or EE.

So its really important that proof of postage is kept, and the correct packaging, is used.