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Asked to return a kit that I am using

romananr — Mon, 24 Aug 2026 09:06:38 GMT

I just moved to a new address, where I am using the same router as the one in my old address. I have received a “return your kit” bag from BT, which says they will charge if not returned within 60 days.
I have tried to contact BT without any success. What else should I do here?

Re: Asked to return a kit that I am using

Kimberlin — Mon, 24 Aug 2026 10:27:13 GMT

@romananr When you state that you've tried to contact BT without success, what exactly have you done to contact BT?

Unfortunately, sometimes, you have to just keep on trying the BT Customer Service number. Basically, you have to ride the storm with the helpline.

0800 800 150 - opening hours apply

https://www.bt.com/help/contact-bt

You cannot email BT.

Re: Asked to return a kit that I am using

imjolly — Mon, 24 Aug 2026 10:28:11 GMT

try contacting the billing team using message now and see if they can help

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