This topic

Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Router?

BLaZiNgSPEED — Tue, 10 Mar 2026 05:51:21 GMT

Hello,

I have been with BT FTTC+Digital Voice for almost 4 years. Prior BT I was with TalkTalk FTTC between 2020 and 2022 using Analog Phone service.
As part of the upgrade with BT FTTC Digital Voice service I was offered a free BT Advanced Digital Home Phone with Alexa built-in.

I signed up to Community Fibre 1Gbps last week and got it installed yesterday as part of the migration using "One Touch Switch".

I received an email "We need your kit back" saying to send back the kit in 2 months time.

However, in this email there is only a mention for the Smart Hub 2 router, which of-course if I don't return it by the 8th of May I will be charged £65.

But there is no mention about returning the BT Advanced Digital Home Phone! Even though I know this will be completely useless and incompatible with Community Fibre, I was wondering whether I can still keep it? Or do I have to return this as well.

I know it mentions at the bottom of the email that other BT equipment can be sent and it will be recycled for free. Nevertheless, this is a perfectly functioning phone and does not need to be recycled! Someone else can be benefited from using this or adding it as an extra handset.

Obviously I migrated to Full Fibre without phone service as I no longer care about my landline number and won't be bothering to port over the old landline phone number to a new VoIP service as I have Mobile SIM service that is more convenient.

Can anyone clarify whether I will be charged if I leave out the BT Advanced Digital Phone and simply sent back the router only?

Many thanks,
Rahul

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

gg30340 — Tue, 10 Mar 2026 06:50:19 GMT

Just send the Smarthub back.

The phone does not need to go back if it is not asked for.

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

TimCurtis — Wed, 11 Mar 2026 09:03:14 GMT

@BLaZiNgSPEED

I've still got mine & not been with BT for nearly a year. Return was never requested.

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

BLaZiNgSPEED — Thu, 12 Mar 2026 07:20:00 GMT

@TimCurtis Could it be because you were a customer before 13 of December 2019?
It says here https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

"We made some changes to our Terms & Conditions on 13 December 2019, meaning that BT Hubs and TV boxes are being loaned to you. So if you joined us or have renewed your contract on or after this date, you’ll be charged for not returning equipment to us. You’ll have 60 days to return it from the date you stopped using it before we charge you."

BT requires thatmost routers and TV boxes provided to customers on or after 13 December 2019 are returned when they stop using the service.

Returning Old Equipment: If you have older equipment (from before Dec 2019), you can still return it for recycling, but it is not mandatory.

That might be why you didn't need to return the old router. The same with Sky, I had some old Sky Q Hub Wireless Router ER110UK that is still sitting in my cupboard but Sky never requested the return of it despite leaving them more than 5 years ago!

But with BT if I was a customer before December 2019 and then left, they wouldn't have asked for it to be returned. Still surprised that they aren't requesting the Digital Phone to be returned. I may as well keep the Phone handy for future and just return the Smart Hub 2 Router!

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

TimCurtis — Thu, 12 Mar 2026 12:12:19 GMT

@BLaZiNgSPEED

Definitely not the case, only had DV about 2 years ago and was only asked to return the SmartHub 2.

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

gg30340 — Thu, 12 Mar 2026 15:15:13 GMT

As I have already posted. Just post the hub back. Not the phone.

BT do not want the phones back.

They never asked for it back and there is no charge listed or mention of phones in their list of charges for not returning kit.

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

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

BLaZiNgSPEED — Fri, 13 Mar 2026 04:43:11 GMT

@TimCurtis Oh, right. Thanks for the clarity. I misunderstood your previous post. I thought you meant that they never asked for the Router to be returned!

In that case I'll indeed be returning only the Smart Hub 2 Router instead. I cleared the Contact list and missed calls from the Digital Voice Handset.

@gg30340 Yep, that's what I'll be doing. I'll return the Smart Hub 2 Router. I actually clicked on https://my.bt.com/s/apps/appsmybt/#/equipmentreturns

I clicked on Send me a returns bag button and it shows...
Your bag will arrive in seven days

You won’t be able to order another one till then

Now I am waiting for a returns bag, which should arrive in a few days. I have the original boxes. I'll keep the DV Handset for future if I need it. But it's unlikely that I'll return back to BT FTTC from Community Fibre unless Openreach rollout FTTP here in my area!

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

Chris__S — Fri, 13 Mar 2026 08:09:26 GMT

Thank you for letting us know about your progress @BLaZiNgSPEED.

If you don't mind, keep us updated on your progress.

Chris S

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

BLaZiNgSPEED — Mon, 16 Mar 2026 15:37:06 GMT

Dear @Chris__S
I just received today by post the BT Return Bag and a Return label sticker!

However, before I return back the router, I want some clarification. The Tracking reference number of that label (sticker) that I received differs from the original one that is shown in my account and email!

Of-course I won't mention the Return tracking number here on the forum... But the number that starts off with #YR75 and ends with GB in my Equipment return Order summary is different from the label sticker that is #YR76

If I return the router do I scan the original QR Code received via email in the Post Office to match the original reference number and stick that on the bag instead of using the one given with it?

I am worried that if I use the return label sticker that is included with the bag it will not reflect the Return tracking number that is shown in the Order Summary of my account and I may then be charged the £65. I know I will probably be able appeal this but I don't want to go through this hassle.

I'm aware that the Post Office can scan the original QR code that I have received via email and they can print the original Return Label. That of-course feels like the safer option for me as it will reflect the original Return Reference Number.

Unless of-course it doesn't really matter, which return label I use and BT will still be informed of the return? I just want to be on the safe side before proceeding.

Many thanks,
Rahul

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

gg30340 — Mon, 16 Mar 2026 16:11:50 GMT

Just stick it in the bag and send it back. If you want you could always take photo of the bag and its label.

As previously stated keep your Proof of Posting and again take a photo of that in case you lose it.

You will eventually get an email saying BT have it returned.

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

BLaZiNgSPEED — Wed, 01 Apr 2026 13:13:52 GMT

Great success! Router finally returned!

Equipment return

Return process start date: 09 Mar 2026

Return due date: 8 May 2026

You have successfully returned all your equipment before the return due date. This means that you will not be subject to any failure to return charges.

Equipment Serial number Failure to return Return status Returned on

Smart Hub 2

..........

£65.00

Returned

31 Mar 2026

There was a few days delay in the router return status. But as of yesterday that has changed to Returned after it was pending with courier for around 4 days!

Re: Do I have to also return the Digital Home Phone as well or can I just return the Smart Hub 2 Rou

JMB — Sun, 12 Apr 2026 07:07:06 GMT

I think some "green" people think these things are reused but I suspect it all just get shredded, the plastic pelletised and any metal (particularly precious metals) extracted chemically.

It is just so the companies can tick the box saying they 'recycle' everything!