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BT Equipment Returns

HCook — Fri, 10 Oct 2025 10:16:09 GMT

I’m hoping someone can help me sort out an issue with returned equipment.

I sent back my TV Recordable Box and phone equipment in the first week of August, and BT acknowledged receiving it on 8 August 2025. Here’s part of the confirmation email I received from btcomms@info.bt.com:

“Thanks for returning your TV Recordable Box, it's back with us.
Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.”
— BT Customer Support, 8 August 2025

However, on 9 October 2025, I received another email (also from btcomms@info.bt.com) saying BT hadn’t received my kit and that a £50 charge for a Wi-Fi Disc would be added to my next bill.

I’m confused and quite upset by this, as BT clearly acknowledged receiving my return back in August. Could someone please look into this and confirm that I won’t be charged incorrectly?

Will be most grateful for advice!

John

Re: BT Equipment Returns

imjolly — Fri, 10 Oct 2025 10:26:56 GMT

this is a customer help customer forum and post does not go to BT

try phoning CS 03301234150 of try message now to billing make sure you have your posting receipt

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: BT Equipment Returns

HCook — Fri, 10 Oct 2025 10:31:03 GMT

Thanks for your reply.

Unfortunately, I no longer have the posting receipt.

I’ll try contacting BT’s billing team as suggested, but it’s frustrating to be asked for proof of posting when BT themselves have already confirmed receipt.

If anyone from BT moderating here could pass this along or advise how best to get it resolved through customer service, I’d really appreciate it.

Thanks,
John

Re: BT Equipment Returns

gg30340 — Fri, 10 Oct 2025 10:46:15 GMT

Your proof of receipt from BT should suffice if you call BT.

Re: BT Equipment Returns

zulu17 — Fri, 10 Oct 2025 10:46:57 GMT

From whats been posted

the acknowledgement from BT confirms receipt of the the TV Recordable Box , the subsequent email mentioned a WI-Fi disc.

So question was the Wi-Fi disc returned in the same package as the TV Box - if so it seems possible that it was s not scanned as received ?