This topic

I sent back my router, I have lost the original Royal Mail Proof of Postage

Anonymous — Fri, 02 May 2025 09:48:33 GMT

Good morning,

I sent back my BT router some weeks ago, literally within 2 days of getting my new provider installed (Plusnet), it was packaged in the white bag you sent me, with the label you sent. I am still being hounded to send back the router I no longer have because I sent it back to BT for refurbishment. This is ridiculous to be fair, as BT should have a copy of the tracking ID that was on the package, and they should easily be able to check whether it is returned or not. How do they know I've not sent it back? The packaged contained no information about me. How do tell which router is which, the router contained no information about me, as I factory reset the thing before it left my home, to keep my details mine? They must have some information I am not privvy to, which would explain why I am still being hounded for the item? Can someone please help me, as I am not going to pay the £65 for something I've sent back to you. This sounds more like a scam than something that BT could realistically trace.

Kindest regards
John

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

imjolly — Fri, 02 May 2025 10:11:37 GMT

when you received the returns back it does say you should keep the receipt of posting just in case the package goes missing. you have no idea whether BT have received your package or whether it has gone missing in Royal Mail and never delivered. you need to phone BT 03301234150 or try billing 'message now' and explain you have posted but lost receipt. you may still be charged

your post does not go to BT - as you are aware this is a community forum

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

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

gg30340 — Fri, 02 May 2025 10:19:02 GMT

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

@Anonymous wrote:

Good morning,

I sent back my BT router some weeks ago, literally within 2 days of getting my new provider installed (Plusnet), it was packaged in the white bag you sent me, with the label you sent. I am still being hounded to send back the router I no longer have because I sent it back to BT for refurbishment. This is ridiculous to be fair, as BT should have a copy of the tracking ID that was on the package, and they should easily be able to check whether it is returned or not. If the tracking ID relative to the one they sent out to you was scanned when they received it they would not have send you a demand to return it. How do they know I've not sent it back? Because they have no record at this time that it was scanned it into their system which indicates it was not received. The packaged contained no information about me. As you have said your self. The package has a bar code ID that was allocated to you when sent out and that gets scanned on receipt How do tell which router is which, the router contained no information about me, as I factory reset the thing before it left my home, to keep my details mine? It is irrelevant about the which router it was, although they all have a serial number on the label, it is the package bar code that is scanned and the items that you were to send back if in the package get ticked of your out standing list. They must have some information I am not privvy to, which would explain why I am still being hounded for the item? Can someone please help me, as I am not going to pay the £65 for something I've sent back to you. This sounds more like a scam than something that BT could realistically trace.

BT ask you to keep your Proof Of Posting for cases such as this. BT have no record that you sent it, which I have no doubt that you did therefore it could have been lost in the post or stolen while in transit or has become caught up in a back log of returned items and will eventually be recorded as returned.

In future should you need to post something back to anybody take a photo of your Proof of Posting as you are less likely to lose the photo than the paper receipt.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

iniltous — Fri, 02 May 2025 11:17:08 GMT

This comes up often , and the comments are always the same , BT specifically asked you to keep proof of posting in case of any dispute, why people disregard that simple and obvious ‘instruction’ and then are faced with the challenge of proving they posted the items back , and take no responsibility for ignoring that instruction…..I took a photo of the receipt on my phone in case I couldn’t locate the paper receipt, I never needed it but better to be prepared.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

Anonymous — Fri, 02 May 2025 15:13:54 GMT

Realistically guys,

I get that i shouldn't have accidentally lost the proof of postage receipt. But seriously there should be at least some respect here, not digging down on those that are trying to get at least some help.

Shame on you both, I feel like I'm being scorned by my parents, not being offered any real advice from Moderators. I know there are people on here that do have something to do with BT themselves, because they've helped me in the past. So quit with the having a go and condescending remarks, that doesn't help anyone.

Thanks all the same.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

imjolly — Fri, 02 May 2025 15:39:59 GMT

@Anonymous

The forum mods no longer have account access as previously so you need to contact CS or billing as I suggested and see if they can help you. However the position you now find yourselves is the result of you losing the receipt of posting nothing BT has done.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

iniltous — Fri, 02 May 2025 16:15:11 GMT

FWIW , there seems to be anecdotal evidence that calling BT and explaining frequently gets the charge waived , but I would imagine being a little contrite is more likely to work than being argumentative or belligerent , definitely worth a try

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

Kimberlin — Fri, 02 May 2025 18:24:05 GMT

To be fair, and I'm not deliberately trying to goad you, but I too sent my router back a couple of weeks ago but I did keep my proof of posting as it did seem the most sensible thing to do at the time. I've even photographed it and uploaded it to my Royal Mail App. I'm sure I read that it can take up to three weeks to process the return of the router so I'm still waiting. If BT continue to keep sending me text messages and emails reminding me to return my kit, then yes, eventually I'll get bored enough to phone them up and give them the proof of posting tracking number.

They'll be no doubt where my router has come from. I've returned a router that never even made it out of the packaging, all boxed up with my address still adorned on the label, untouched after 4 years. Never wanted it in the first place but wasn't given a choice. The same happened with my latest Plusnet router, automatically sent out, never wanted it, more **bleep** I have to throw up in the loft. Sad thing is, I still have a Plusnet Hub 5 router up in the loft from around a decade ago, still boxed up. I haven't used a ISP router for years.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

imjolly — Fri, 02 May 2025 18:30:53 GMT

@Kimberlin

Just use the message now link to billing I posted in message 2 and with your proof of posting they will update your account a stop future reminders/ chasers

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

gg30340 — Fri, 02 May 2025 18:49:36 GMT

@Anonymous wrote:

Realistically guys,

I get that i shouldn't have accidentally lost the proof of postage receipt. But seriously there should be at least some respect here, not digging down on those that are trying to get at least some help.

Shame on you both, I feel like I'm being scorned by my parents, not being offered any real advice from Moderators. I know there are people on here that do have something to do with BT themselves, because they've helped me in the past. So quit with the having a go and condescending remarks, that doesn't help anyone.

Thanks all the same.

Realistically, the best advice was to do as BT said, Keep your Proof of Posting.

I fail to see what "respect" has to do with this. You came on here moaning and blaming BT for wanting to charging you for equipment they "lent" to you and requested back. You are unable to offer any proof what so ever that you did return the item but for some reason you think it is BT's fault that they want to charge you for their missing piece of equipment. What has "respect to do with that.

Believe it or not there are a vast amount of BT hubs for sale on various auction sites. Where do you think the BT hubs have come from. At a guess I suspect people are selling their BT hub not thinking that they do not actually own them and have no right to sell them and when they are sent a bill they plead that they have sent them back and plead "oh no, I have lost my Proof of Posting".

If you prove to BT with clear evidence such as a Proof of Posting or Notification of Receipt they will happily refund any monies you may have paid. Failing that BT have no idea that you sent your BT hub.

You could of course buy one of the BT hubs for sale on eBay or else where and request a returns bag from BT and return that BT hub and keep the Proof of Postage until it is acknowledged by BT with a Proof or Receipt and hopefully that will be the end of the matter.

As regards the moderators of the forum, that has been answered by @imjolly .

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

Kimberlin — Fri, 02 May 2025 19:17:48 GMT

I actually think it would be helpful if the ISP's asked new customers if they actually wanted their supplied router before the contract started. There are I suspect enough tech savvy customers out there who know how to set up a third party router who don't need yet another piece of kit like the one I returned from just being thrown in the WEEE (Waste Electrical and Electronic Equipment) bin. I prefer to use my own router.

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

Kimberlin — Sat, 03 May 2025 08:16:33 GMT

As it happens, just with the last 5 minutes of me posting this, I've just had the confirmation email and text message that BT have received my kit.

My drama is over untl the next time 😆

Re: I sent back my router, I have lost the original Royal Mail Proof of Postage

Anonymous — Sat, 03 May 2025 09:43:17 GMT

Good for you.

I have sorted mine, I will now close the BT Forum, as I am not coming back to BT for service.