This topic

Equipment

davidca — Thu, 16 Apr 2026 17:53:47 GMT

I need to return a TV Box Pro and SmartHub2 sent in error.

How do I do this?

Many thanks

Re: Equipment

licquorice — Thu, 16 Apr 2026 17:56:37 GMT

Call BT customer services and ask for return bags.

0330 1234 150

Re: Equipment

davidca — Thu, 16 Apr 2026 18:11:50 GMT

Thanks for the reply. I tried this but was told me they can't send me a bag without an account.

Re: Equipment

Kodikid — Thu, 16 Apr 2026 19:13:42 GMT

I really wouldn't worry

If they want the equipment back you will be the first to know.

When and if they contact you they will then provide information on the return process.

When you post the goods off it's imperative you keep the proof of posting.

Re: Equipment

licquorice — Thu, 16 Apr 2026 19:14:24 GMT

If you haven't got an account, why do you need to return them?

Re: Equipment

chrisjp — Thu, 16 Apr 2026 22:24:50 GMT

If you don't have an account then presumably you don't have any BT broadband or telephone service.
So why has BT sent you a TV Box Pro and a SmartHub2? And how have they got your address?

Re: Equipment

davidca — Fri, 17 Apr 2026 06:30:47 GMT

We ordered a Sky TV connection but no broadband. Sky mistakenly then commissioned BT to open a broadband connection and will have given BT the address. So we have the equipment but no need for it.

Re: Equipment

licquorice — Fri, 17 Apr 2026 07:22:20 GMT

Then Sky need to resolve the problem they caused.

Why would Sky get BT to provide a broadband connection?

Re: Equipment

zulu17 — Fri, 17 Apr 2026 08:07:51 GMT

Only my opinion @davidca

Your contract/agreement seems to be with Sky so they would be the point of contact.

That said I would have thought that BT would have a process for recovering / returning equipment that has been delivered in error. This is where it gets complicated as there are several companies in BT Group and the broadband and EETV service could be provided by BT or EE? Either way they should not be delivering equipment without a customer order. If you really are getting nowhere I suggest contacting the Ofcom advice line .

Re: Equipment

davidca — Fri, 17 Apr 2026 16:39:58 GMT

Because a connection from the nearest street box had to be established and BT do that.

Re: Equipment

davidca — Fri, 17 Apr 2026 16:40:56 GMT

Many thanks, yes I will speak to Sky, good suggestion thanks.

Re: Equipment

iniltous — Fri, 17 Apr 2026 17:01:28 GMT

None of this makes sense , Sky can’t order broadband from BT on your behalf, why would they , they are an ISP , why give business to a competitor ISP when they can provide broadband themselves, BT don’t install anything , that’s Openreach , who work on behalf of BT , Sky and dozens of other communication providers….it’s nonsense that Sky order BT broadband for Sky TV customers .

Re: Equipment

licquorice — Sat, 18 Apr 2026 07:25:38 GMT

Because a connection from the nearest street box had to be established and BT do that.

Of course they don't, Openreach do that.