This topic

Charged for non return of box

Milosmum — Tue, 06 Oct 2026 00:26:58 GMT

totally disgusting behaviour from BT . I have already informed them I’m caring for a family member who is terminally ill and have not got round to sending old box back - now charged £140

Re: Charged for non return of box

Kimberlin — Tue, 06 Oct 2026 06:01:46 GMT

@Milosmum With respect to your situation, this is not BT’s fault. When you took out the contract with BT, it would have been made clear within the contract that the equipment is loaned to you and must be returned when you leave.

When you terminated your agreement or switched service, BT would have sent you a letter or email reminding you to return the equipment and in almost all cases, they would have sent a returns bag for the equipment. It’s your responsibility irrespective of your personal circumstances to return what belongs to BT.

It really isn’t disgusting behaviour by BT at all to ask for what belongs to them, back. You would with all respect had plenty of time to go to a Post Office, or arrange for the Post Office who will now also on request, collect parcels from your home, to effect the return.

Remember, this is a public forum. You can express your dissatisfaction with BT all you wish, but you’re not addressing any employees of BT here, it isn’t a direct link to BT. If you have any concerns, you should contact BT billing directly to express your concerns.

Re: Charged for non return of box

gg30340 — Tue, 06 Oct 2026 06:14:20 GMT

You had 60 days to return the equipment before being charged.

You can still return the equipment and you will be refunded the money you were charged.

See link

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

If you do return the items keep your Proof of Postage and if possible take a photo of it in case you lose that.

Re: Charged for non return of box

andydenyer — Tue, 06 Oct 2026 07:28:13 GMT

As others have already said, BT do say that "If you return your equipment within 2 years, we'll refund the full charge to you.". And you can arrange for Royal Mail to collect it from you for 50p or less, negating the need to get to a Post Office (or a parcel shop that can now accept Royal Mail parcels).
https://www.royalmail.com/collection (select "Arrange a collection only").

Re: Charged for non return of box

Milosmum — Tue, 06 Oct 2026 07:56:12 GMT

I haven’t left BT , it’s the return of a box that they deemed obsolete

Re: Charged for non return of box

Milosmum — Tue, 06 Oct 2026 07:59:35 GMT

I haven’t left BT and I got a message saying that I have to return by 20 October 2026 or I would be charged £65

Re: Charged for non return of box

Kimberlin — Tue, 06 Oct 2026 08:00:08 GMT

@Milosmum The original advice still stands. If BT have asked for the return of their equipment, just return it and save yourself a load of stress. As you've been advised, if you cannot make it to a Post Office, you can now in many cases, pre-arrange a collection whereby you don't even have to leave the house.

I take it you do actually still have the equipment?

Re: Charged for non return of box

licquorice — Tue, 06 Oct 2026 08:01:28 GMT

If it's an obsolete box you had before 2019 there should be no charge anyway.

What 'box' is it?

Re: Charged for non return of box

Kimberlin — Tue, 06 Oct 2026 08:02:17 GMT

If it's an obsolete box, why would BT harangue a customer for the return and a threat of £65 or £140?

Re: Charged for non return of box

Milosmum — Tue, 06 Oct 2026 08:18:28 GMT

Exactly- they have charged me £140 for a box that they told me was obsolete

Re: Charged for non return of box

Milosmum — Tue, 06 Oct 2026 08:19:46 GMT

The box was from 2014

Re: Charged for non return of box

Kimberlin — Tue, 06 Oct 2026 08:22:15 GMT

@Milosmum Clearly it would have helped if you had mentioned this from the very start, would have saved a lot of unnecessary posts. So tell BT the box was given to you in 2014 and is obsolete and therefore you have no need to return it and to stop harassing you for non existent charges.