This topic

Returned equipment - lost

fedupof2345 — Fri, 26 Sep 2025 14:30:15 GMT

I returned all equipment as requested in the return bag that was sent from BT. It was posted back in June but frustratingly I don’t still have proof of postage (my fault). The £140 has now been passed to debt recovery. If this is paid and miraculously the equipment shows up will I be reimbursed by BT? I think it’s outrageous the amount of packages that seem to go “missing” on their way back to BT after reading all the previous posts about it.

Re: Returned equipment - lost

Kimberlin — Fri, 26 Sep 2025 14:40:57 GMT

@fedupof2345 Unfortunately and I would expect you don’t want to be reminded, but the onus is entirely upon yourself to prove you posted it back, but you of course know that. One would hope that BT would reimburse you if the kit turns up. This is why if BT ask you to cough up the money, you should pay if you can’t find your proof of postage so that debt recovery don’t get involved because what will likely happen now is, you’ll end up with additional charges if you don’t pay.

Re: Returned equipment - lost

fedupof2345 — Fri, 26 Sep 2025 14:43:06 GMT

A single parent with young children doesn’t have £140 lying around to pay for equipment that has rightfully been returned but yes I’m aware the onus is on me to prove it was returned. My question was about reimbursement.

Re: Returned equipment - lost

gg30340 — Fri, 26 Sep 2025 14:49:50 GMT

Yes you will be refunded the money if the equipment turns up.

See link.

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

Re: Returned equipment - lost

Anonymous — Fri, 26 Sep 2025 15:10:57 GMT

@fedupof2345

Did you verify with RM tracking that it had been delivered, or at least entered their system? If you did, go back to the tracking page & double-click the empty box. There's a chance your browser may have stored the tracking number.

Re: Returned equipment - lost

fedupof2345 — Fri, 26 Sep 2025 15:13:34 GMT

Unfortunately I’ve no idea where the receipt is and I didnt check the online tracking before I misplaced it. Lesson learned to not just blindly trust Royal Mail or BT for that matter as I imagine the parcel has been received given the amount of people who have the same problem

Re: Returned equipment - lost

WSH — Fri, 26 Sep 2025 15:48:29 GMT

@fedupof2345 BT usually send you an email with a return label attached. If you still have that email, open the attached return label image. The tracking code is beneath the bar code.

Put that into Royal Mail's tracker. Take a screenshot of the tracking history and send it to BT. (Especially if it ends with saying it was delivered and signed for!)

Re: Returned equipment - lost

fedupof2345 — Fri, 26 Sep 2025 15:51:36 GMT

This would have been ideal if I still had the email! I wonder if there is a way to find out what the original tracking number was…? But if I remember rightly it was a bag and return labels sent in the post and I stuck the label on the front of the package so may not have been an email at all. Just so frustrating when I know I sent it back 😞

Re: Returned equipment - lost

WSH — Fri, 26 Sep 2025 15:53:18 GMT

Email not in the deleted folder?

Re: Returned equipment - lost

fedupof2345 — Fri, 26 Sep 2025 15:54:15 GMT

Sadly not, I just went back and looked and my deleted emails seem to empty after a month

Re: Returned equipment - lost

gg30340 — Fri, 26 Sep 2025 16:08:23 GMT

Don't get your hopes up but you could try calling BT Billing 0330.1234.150 and explain what has happened. You never know they may be able to help but what is sure is if you don't ask they deffinately can't help.