This topic

Can't find Return Kit Option?

Aggy575 — Sun, 26 Jan 2025 13:51:30 GMT

I'm wondering how to find the Return my kit option. I had the first BT Hub I was sent disappear with a neighbour for a couple days (didn't know this at the time) so requested another and also had a returns kit sent incase the original showed up which it did.

I returned one of the two Hubs back in the returns kit however I never received any confirmation BT had received the returned Kit. I'm just wondering if they will try charging me for both Hubs even tho I sent one back already but I can't find the Return Kit option. Wondering if it's because my contract hasn't ended yet?

Re: Can't find Return Kit Option?

imjolly — Sun, 26 Jan 2025 14:04:35 GMT

BT won't send return bag if you are still in contract and entitled to have BT Hub ( you don't have to use it) if you really want a returns bag then phone CS 03301234150 and ask for one

Re: Can't find Return Kit Option?

Aggy575 — Sun, 26 Jan 2025 14:15:24 GMT

I don't want a returns bag I already had one and used it to return an extra hub I was sent. I didn't receive anything to say they had received the one I sent back so I'm wondering if they will try charging me for two kits even tho I already sent one back.

Is there any way to check this? The help pages says it shows you which equipment you have that you will have to send back under Return Equipment page but I don't have this page ( because my contract hasn't ended)

Re: Can't find Return Kit Option?

gg30340 — Sun, 26 Jan 2025 14:38:07 GMT

Just keep your Proof of Posting so that if BT charge you you can provide evidence it was sent back.

Once BT have the returned kit they should sent you an email to that effect but I would not depend on that happening.

At present it is taking over 3 weeks to update accounts when items are returned.

Re: Can't find Return Kit Option?

imjolly — Sun, 26 Jan 2025 14:38:09 GMT

try billing message now and see if they can help https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Can't find Return Kit Option?

Manatarms84 — Mon, 27 Jan 2025 09:26:41 GMT

It can take upto 3 weeks for BT to process any kit return - if its been more than this then I would call and give them the tracking info and they can update

Re: Can't find Return Kit Option?

siteguru — Tue, 28 Jan 2025 10:52:36 GMT

^^ This ^^

I've recently left BT and returned my Smart Hub 2. I got the certificate of posting with the tracking reference, and could prove that it had arrived at the BT stores/hub, so I simply called BT (the Chat Bot can't help with this query - well it couldn't for me) and explained the issue (giving the tracking number) and they cleared it on my account. (I got a text as confirmation - might have got an email as well).