This topic

Kit return

AliceT — Wed, 09 Jul 2025 07:04:57 GMT

I returned my kit (2 wifi discs at £50 ea and 1 broadband box) at same time in same bag. However BT are saying they only received the broadband box and I will be charged £100. What can I do to stop this

Re: Kit return

gg30340 — Wed, 09 Jul 2025 07:29:40 GMT

If you call BT Billing 0330.1234.150 with your Proof of Posting or your Proof of Receipt and explain what has happened and they can update your account.

Re: Kit return

robgoingcrazy — Thu, 10 Jul 2025 22:05:30 GMT

It's funny they are doing the same to me, though I am still currently a customer. I have only ever had 3 hubs, an original smart hub, then a new smart hub, and then they sent a replacement one last year I think to do with going digital. I returned both the old hubs in prepaid bags I had last year. I have the proof of delivery at Scottish Parcel Hub on Royal Mail tracking - not proof of posting - actual proof of delivery showing trail from my local post office all the way to Scottish Parcel Hub for EACH ITEM. Yet my account still says I need to return a smart hub.

Seems they try it on in the hope people lose their proof of posting (which I did, fortunately I have the tracking numbers)

Did you ring them and get this sorted?

Re: Kit return

Leanne_T — Fri, 11 Jul 2025 07:06:00 GMT

Morning @robgoingcrazy

Thanks for coming back to the community.

Please give our Broadband guides a call or message using the Broadband contact us page, and they will get the return looked into for you.

Thanks 🙂

Leanne.