This topic

Returned Smart Hub - Not Received

Joel89 — Mon, 03 Mar 2025 14:52:56 GMT

Good Afternoon,

I left BT in December, once my broadband had been switched to my new provider I requested a returns pack from BT to get the smart hub sent back as I hadn't received one, which I received a couple of days later, and the smart hub was returned the next day.

A few days after this I received another returns pack (unsure if this was the original that I probably wasn't patient enough for! or the one I had requested) - I disposed of this as I had already sent it back in the other package.

Fast forward to now and I've received an email with a £50 penalty as below;

'Hello Joel,

We've been in touch a few times to ask you to send back your kit. We haven't received it and it's past the return-by date, so we're now adding the following charges to your next bill.'

As far as I'm aware I've not had any previous contact from BT regarding this and it has come out of the blue, unless I have missed a phonecall. As it was Over 2 months ago I've sent this I can't find my royal mail receipt showing proof it was sent, and I don't think the post office will be of any assistance as it wasn't sent recorded signed for / special.

Is it possible the fact I had two returns packages and disposed of one that this confusion has occurred (as I believe they scan the label upon receipt)?

If that is possible is there anyway BT can trace this in their system to see if one has been received and not marked against my account.

Thanks

Re: Returned Smart Hub - Not Received

imjolly — Mon, 03 Mar 2025 15:12:07 GMT

did you not keep the receipt of posting from the post office as you can then contact BT billing and advise the number and avoid the penalty

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

Re: Returned Smart Hub - Not Received

Joel89 — Mon, 03 Mar 2025 15:13:15 GMT

"As it was Over 2 months ago I've sent this I can't find my royal mail receipt showing proof it was sent, and I don't think the post office will be of any assistance as it wasn't sent recorded signed for / special"

Unfortunately not.

Re: Returned Smart Hub - Not Received

Leanne_T — Mon, 03 Mar 2025 17:54:41 GMT

Hi there @Joel89

Thanks for coming to the community.

If you can get in touch with our billing guides they will get the return looked into and see if they can check what has happened and help with the charge.

Our Contact BT page has ways to get in touch 🙂

Leanne.

Re: Returned Smart Hub - Not Received

RIC9380 — Mon, 03 Mar 2025 18:29:07 GMT

Just to say that I checked this out on the BT website last week (as I'm about to return equipment this week) and it does say always to return stuff by Recorded Delivery.
RIC9380

Re: Returned Smart Hub - Not Received

orozz — Tue, 04 Mar 2025 17:41:15 GMT

Judging by the number of posts on this subject it seems this returns process is flawed…..glad I phoned through my returns as soon as the tracking id said delivered.