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Returned 2 items only refunded for 1

DStotty — Sun, 07 Jun 2026 09:28:57 GMT

I sent back 2 items, hub and disc, in the same package. Only received acknowledgement of the disc and have not received the refund for the hub. What is the best contact to resolve this?

Thanks,

Re: Returned 2 items only refunded for 1

imjolly — Sun, 07 Jun 2026 09:39:19 GMT

contact CS 03301234150 and they should be able to help

you can try message no to billing https://www.bt.com/help/contact-bt/account-and-billing/broadband

have your receipt of posting handy

Re: Returned 2 items only refunded for 1

chrisjp — Sun, 07 Jun 2026 19:17:40 GMT

I'm not aware that BT ever offers "refunds" for sending back their equipment. Their position is that they own the hubs and discs they send out to you and they require you to send them back when you now longer use the service they were supplied for.
Far from offering a refund, they will charge you if they don't receive the items back.

Re: Returned 2 items only refunded for 1

DStotty — Mon, 08 Jun 2026 07:15:42 GMT

You are correct, in that when you fail to return you are charged for the equipment. However when you send the equipment back after this charge has been applied, BT will refund it.

In my case I was charged for both hub and disc. On sending both back, I only have acknowledgement of the disc being received and refunded. Considering they were in the same box, this is rather annoying.

Re: Returned 2 items only refunded for 1

Katie_B — Mon, 08 Jun 2026 07:18:19 GMT

Hi @DStotty.

Thanks for coming here.

Have you been able to raise this with our customer care team?

If not, I would recommend getting in touch so this can be looked into further.

Katie