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Returning old smart hub

Alison172 — Mon, 02 Feb 2026 20:11:21 GMT

Sorry if this is the wrong place for my question. My sister has had two emails asking her to send an old hub back .

The email has a QI code with the address and none of us the app for it .

If she paid for it , does she have to send it back . Does any one know the address to send it too?

Many Thanks .

Re: Returning old smart hub

gg30340 — Mon, 02 Feb 2026 20:23:57 GMT

If she was given the old hub prior to 13th December 2019 she owns it and does not need to send it back.

If you call BT 0330.1234.150 you can request that they send a bag out to you in order to return it.

Make sure she keeps a copy of your Proof of Posting and if possible take a photograph of it in case she somehow lose the paper copy.

See link for other ways to send it back.

How to return and recycle your BT equipment | BT Help

Re: Returning old smart hub

WSH — Mon, 02 Feb 2026 20:37:30 GMT

Using the tracking code on the proof of postage, it is also possible to watch Royal Mails tracking info until it is delivered and signed for. I would also take and keep a screenshot of the tracking info at that point.

Re: Returning old smart hub

Alison172 — Mon, 02 Feb 2026 22:21:07 GMT

Thank you . She has owned it for more than six years so need to return.