This topic

Hub returned but still being messaged to return it

Ray53 — Thu, 25 Sep 2025 10:47:44 GMT

I returned my Hub on September 1st, it is still showing as not returned and I'm being pestered with emails to return it, None of the options on the contact number are appropriate, their is no email address I can send proof of postage to. The message us service is equally usuless with Automated responses that do not fit my query.

Re: Hub returned but still being messaged to return it

Kodikid — Thu, 25 Sep 2025 10:54:35 GMT

Just ring them and quote your tracking number...that'll do it.

Re: Hub returned but still being messaged to return it

Ray53 — Thu, 25 Sep 2025 10:56:49 GMT

Which option do I use none of them are appropriate to the query????

Re: Hub returned but still being messaged to return it

imjolly — Thu, 25 Sep 2025 11:04:17 GMT

contact billing using message now and they will help https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Hub returned but still being messaged to return it

Ray53 — Thu, 25 Sep 2025 14:01:48 GMT

Tried that already as I said in op none of their automated options fit the issue I want an email address so I can send a photo of my certificate of posting.

Re: Hub returned but still being messaged to return it

Kimberlin — Thu, 25 Sep 2025 16:12:44 GMT

@Ray53 To be fair to BT even in their own blurb it does state that it can take 3 to 4 weeks to process a hub return. I left BT a few months ago and it took four weeks for them to send me an email to tell me they had received my hub return.

At the end of the day, as long as you retain your proof of posting, you’ve little to worry about. If BT are for instance inundated with hub returns, it’ll take as long as it takes.

Re: Hub returned but still being messaged to return it

imjolly — Thu, 25 Sep 2025 16:33:21 GMT

@Ray53

It is odd that you are having problems with CS or using billing message us as other posts on forum using either of these suggestions were able to get their account updated

There is no email address

Re: Hub returned but still being messaged to return it

CanardNoir — Thu, 25 Sep 2025 17:35:21 GMT

I had this also.

Once I managed to contact them they said they had the package and the threatening emails stopped.

They told me they rely on the Royal Mail to tell them what they've received and there was a communication breakdown.

I don't know why they don't just look in their letterbox to see what they've received (it's what I do) but BT do like to work in mysterious ways.

Re: Hub returned but still being messaged to return it

gg30340 — Thu, 25 Sep 2025 21:43:06 GMT

If you call BT Billing 0330.1234.150 with your Proof of Posting or your Proof of Receipt they can update your account.