This topic

BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 12:30:23 GMT

Just been told by BT that they will continue charging £81 a month for broadband services they no longer provide until they receive the broadband router back which until now they have never asked for.

Asked how do i send it back - told - will get a package in the post.

What if they never send it?

Re: BT charge £81 a month for broadband services forever?

AlanC4 — Wed, 01 Oct 2025 12:34:49 GMT

Just ask BT for a returns bag and then just put in the post, have tracking, and keep the receipt.

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 12:36:37 GMT

thanks but the question is what if they never send it?

Re: BT charge £81 a month for broadband services forever?

shakey1981 — Wed, 01 Oct 2025 12:48:41 GMT

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

they will send you a free postage label keep a copy of this it will have a tracking number on

wait a few days for it to go back to them and here using the tracking number on the postage label once this show as delivered here

save a picture of this including tracking if you keep getting emails saying there still waiting for it if shows delivered contact live chat and give them the screenshot showing it deliverd

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 12:51:57 GMT

Issue is they have not sent the return label

no longer with BT (if they were going to send it they would have sent it by now)

I dont understand how they can legally charge £81 a month for ever

i would have thought that there would be a one off charge for the non return of the router

not a continued payment of £81 a month

Re: BT charge £81 a month for broadband services forever?

licquorice — Wed, 01 Oct 2025 12:53:09 GMT

They will NOT continue to charge you £81per month if they don't receive your returned hub. There is a one off charge if not sent back but if you return it and keep your proof of posting, no charge can be raised.

Simply call customer services and request a returns bag.

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 12:59:10 GMT

it was BT who advised that they will continue to charge £81 a month until the router (that they have never asked for until today is returned)

Re: BT charge £81 a month for broadband services forever?

shakey1981 — Wed, 01 Oct 2025 13:02:02 GMT

just tell them to send your return label via live chat

save the transcript

if they dont send you one complain to the returns team

if they havent said they sent you an you havent had it then dont stress

if the charge you in the mean time get it reversed by showing this says delivered

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 13:03:38 GMT

thanks Shakey

but complaint has been ongoing for weeks

all BT do is continually close the complaint

nothing is done

they just close the complaint

Re: BT charge £81 a month for broadband services forever?

shakey1981 — Wed, 01 Oct 2025 13:05:12 GMT

if this has returned and they have charged you then give live chat prove that it be returned via the method they suggested

which is trackable via a reacking number on the postage label they will send you

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 13:05:54 GMT

but they should have sent the postage label weeks ago

Re: BT charge £81 a month for broadband services forever?

iniltous — Wed, 01 Oct 2025 13:09:55 GMT

As stated it’s utter nonsense to claim you are charged monthly until the router is returned, you have either misunderstood, or the advisor is in need of further training, however you are to my knowledge the only poster on here that has ever put forward this nonsense , most complaints are the equipment was supposedly returned but the poster didn’t keep the receipt, even though it’s specifically stated to keep the proof of postage.

As stated , if asked to return the equipment you were supplied with, they send a returns bag, prepaid labels etc , you return the items and are advised to keep the receipt in case of dispute, in every case this is good practice but especially so in your case , in most cases that the end if the story, should the returned equipment be ‘lost in the post’ , you have your receipt to prove you sent it , that way you have no further financial penalty

If your claim is that no returns bag has ever been sent to you so you can’t return the equipment supplied, the link to request a new returns bag has already been posted .

Re: BT charge £81 a month for broadband services forever?

shakey1981 — Wed, 01 Oct 2025 13:14:55 GMT

is it sent back or you dont have a postage label ?

if you dont have the postage label keep asking them for this via live chat

if it has been sent back vua the postage label if you have a copy of the label inter info on royal mail tracking

screenshot this and ads this to live chat

£81 is one of charge BT are wrong or you heard wrong

example here

Re: BT charge £81 a month for broadband services forever?

Kodikid — Wed, 01 Oct 2025 13:31:24 GMT

I recently sent back my SH2

BT didn't send a bag or return label .

They sent me a email requesting the router back , within the email there's a bar code. You box the router, take it the post office show the nice lady your barcode and she will scan it.

She will then print the label and dispatch the router.

Instantaneously BT sent me a text that the router is now recorded as sent and nothing more needs to be done.

Re: BT charge £81 a month for broadband services forever?

iniltous — Wed, 01 Oct 2025 13:30:14 GMT

That must be a relatively new process , I received a returns bag ( separate bags for the router and BTTV box ) each with a returns label , that was nearly 2 years ago but many posts on here have stated that was the process they used , but if it’s simplified the issue and receipt of postage is electronic rather than a paper receipt it should reduce the number of complaints that the receipt has been ‘lost’

Re: BT charge £81 a month for broadband services forever?

Kodikid — Wed, 01 Oct 2025 13:38:40 GMT

It was brilliant

Last time I sent one back it was a grey bag,return label and off it went.

Several "we need it back or else " messages later I tracked it to Scotland where it was waiting to be processed.

Looks like BT have actually sorted the return process

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 13:58:33 GMT

ok back off message with BT

(def best way to contact BT - never bother with a phone call as they state any old rubbish)

they have agreed that it doesnt need to be returned

sent email confirming this

services will cease on the 06/10/25

and they will refund monies paid for between the switch over date (to sky) from early September and to the 06/10/25

(though it also still looks like they are going to take the next months payment on the 03/10/25 of £81 - which i am assuming they will also refund)

hopefully i wont need to contact them again to also get this refunded

Ofcom's one touch switch is a load of ..........

Re: BT charge £81 a month for broadband services forever?

shakey1981 — Wed, 01 Oct 2025 14:34:33 GMT

ive never hsd problem switching

Re: BT charge £81 a month for broadband services forever?

WSH — Wed, 01 Oct 2025 14:43:49 GMT

@iniltous When they asked me to return an old TV box and an HH5 recently, they didn’t send a bag just a return label in an email attachment, so the procedure may well have changed.

(Both were so old that the return request was cancelled when I queried it anyway).

Re: BT charge £81 a month for broadband services forever?

adr0ck — Wed, 01 Oct 2025 15:08:50 GMT

no i've never had a problem switching before either

not until this experience with BT

Note I was sorting this switch out on behalf of an elderly relative who was paying £143 a month for broadband and landline

I don't think BT wanted to let them go