This topic

Return of smart hub

Helend156 — Wed, 01 Oct 2025 03:12:41 GMT

I returned smart hub on 26 September at 12.00 noon. Put it un the bag supplied put the label on it and took it to my local post office. Got a receipt. I have just received an email to say to return the equipment and I have already done so. Also I was charged 9.99 set up fee and paid it at point of order 26 August and that was taken off my bill, however I see that my future bill has been charged 9.99 again which I have already paid. Can someone look into this please and let me know what is happening?

Re: Return of smart hub

gg30340 — Wed, 01 Oct 2025 05:14:40 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 have access to accounts.

You will need to call BT Billing 0330.1234.150 with your proof of posting and they should be able to help.

Re: Return of smart hub

Kimberlin — Wed, 01 Oct 2025 05:36:25 GMT

@Helend156 To be fair to BT, you would have at some point received an email informing you of the process of returning the hub. In that email, it usually explains that it can take up to four weeks to process a return. When I returned my hub it took exactly a month to process and i too received an email from BT asking me to send back my hub even after I had already done so.

The key here, is to be patient and not to expect BT to just be able to process a return within a few days of you sending back your router, they do after all, deal with many thousands of returns.

Also, don’t lose your proof of posting and definitely do not cancel your direct debit until any refunds or debits are completed.

Re: Return of smart hub

Helend156 — Wed, 01 Oct 2025 05:42:53 GMT

I am still with bt. I regraded to full fibre

Re: Return of smart hub

Kimberlin — Wed, 01 Oct 2025 06:24:55 GMT

@Helend156 Ahh, fair enough, but the return process still stands for your old router in terms of timescale. It could literally take weeks. If it’s completed inside a couple of weeks, consider that a bonus.

Re: Return of smart hub

gg30340 — Wed, 01 Oct 2025 08:11:53 GMT

@Helend156

... or do as suggested in message two and they will update your account at that time.