This topic

Cancelled cancellation

Zedd1 — Fri, 28 Nov 2025 06:37:51 GMT

Some time ago (1+ month) I requested a cancellation of service and a ‘returns’ for broadband hub. I received the returns envelope only after cancelling successfully over the phone my request for cancellation. I am an out of contract customer and agreed with BT that I could continue as before out of contract luckily I had contacted them prior to the point if no return.

Now I keep receiving emails stating they have not received my back my hub and that I will be charged by 27 dec the end date for receiving. I’m not sure if this is just a computer generated email not seeing that I am continuing with the service.
I am overseas til June and they have no email contact address. Please put me at ease and/or kindly inform of a contact method via online.

Thanks

Re: Cancelled cancellation

Kodikid — Fri, 28 Nov 2025 10:05:17 GMT

You'll need to actually prove you returned it.

Phone them and give them the tracking number you received when you posted your equipment

Re: Cancelled cancellation

iniltous — Fri, 28 Nov 2025 10:22:01 GMT

The OP is complaining that they now don’t need to return the router as they cancelled the cancellation , so should be in the position they were in before they wasted their own and BT’s time with the presumably ill-considered decision to cancel , and then change their mind .

As the OP is apparently overseas for 7 months , TBH , I’d have though their initial plan to cancel was a better one , if they are to pay an out of contract price for the next 7 months without actually using the service , as far as can they simply ignore the router return request, I suspect they will need to contact BT directly about that , and I’d personally also check the cancellation is definitely cancelled.

Re: Cancelled cancellation

imjolly — Fri, 28 Nov 2025 10:55:53 GMT

@Zedd1

as you obviously have internet access try contacting billing team using message now and see if they can help.

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

Re: Cancelled cancellation

chrisjp — Fri, 28 Nov 2025 11:08:38 GMT

I think you've missed the point. The OP has cancelled his cancellation, so needs the equipment and therefore isn't able to return it.

Re: Cancelled cancellation

Zedd1 — Fri, 28 Nov 2025 11:10:37 GMT

I didn’t return it. I shall re read my post in case I didn’t make that clear enough

Re: Cancelled cancellation

Zedd1 — Fri, 28 Nov 2025 11:13:35 GMT

I need the internet for other reason whilst away ie cctv, family members staying and remote heating control. As I said the cancellation IS cancelled I am back to paying out of contract premium

Re: Cancelled cancellation

Kodikid — Fri, 28 Nov 2025 11:46:40 GMT

Sorry I misunderstood your post.

Re: Cancelled cancellation

Zedd1 — Fri, 28 Nov 2025 11:51:18 GMT