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Return of Hybrid Connect

TheLobster — Wed, 07 Oct 2026 02:15:32 GMT

Hello.

I just upgraded from full fibre 500 to 900. BT have now sent me an email asking for their Hybrid Connect device back.

I thought that was included in the package. Is that right?

Thanks.

Re: Return of Hybrid Connect

andydenyer — Wed, 07 Oct 2026 07:29:03 GMT

You get Hybrid Connect if you have the Halo 3+ add-on as part of your package. Have you upgraded from Full Fibre 500 with Halo 3+ to Full Fibre 900 with Halo 3+?

If you log in to MyBT to view your account, select 'Your products' and then 'Broadband', it will tell you whether you just have Full Fibre 900, or Full Fibre 900 with BT Halo 3 (which includes full Wi-Fi) or Full Fibre 900 with BT Halo 3+ (which includes full Wi-Fi and Hybrid Connect).

If you were expecting the latter but it isn't, then check your original order of the upgrade to see what it says you have actually ordered. Was there a price differential when you upgraded?

Re: Return of Hybrid Connect

TheLobster — Wed, 07 Oct 2026 13:48:47 GMT

Ah, thanks. Got it.

I signed up with BT some 5 years ago and part of that package was to include the Hybrid device - whether I chose that or it was part of the deal, I can't remember.

I'm getting the box ready to to send back - I'm hoping BT are better than Virgin when it comes to returns!

Cheers.

Re: Return of Hybrid Connect

imjolly — Wed, 07 Oct 2026 13:50:50 GMT

make sure to keep return receipt and probably take pic just in case

Re: Return of Hybrid Connect

Kimberlin — Wed, 07 Oct 2026 13:52:42 GMT

@TheLobster Whatever you do, and we've said it time and again on this forum, when you send the box back for return either at the Post Office or a PO collection from your home address, always get a return receipt and photograph it. That's really your only proof. I've still got Post Office returns receipts for BT/Plusnet equipment going back years. You will get an email back from BT once they have confirmed receipt but it could take a few weeks.

Re: Return of Hybrid Connect

andydenyer — Wed, 07 Oct 2026 14:44:21 GMT

@TheLobster

So I'm assuming that you weren't upgraded to Full Fibre 900 with Halo3+, then?

Because if you were, then there shouldn't be the need to return the equipment and you need to contact BT to say so so you don't get charged for non-return. Otherwise, you'll be paying for something you're no longer able to use!

Re: Return of Hybrid Connect

TheLobster — Wed, 07 Oct 2026 14:53:44 GMT

No, I checked my account and Halo was not there - that was an add-on for a further £18/month.

The Hybrid box was showing as offline when I disconnected it so I assume BT already disabled it.

And thanks to others on keeping and photographing the return receipt. I'll certainly do that.

Re: Return of Hybrid Connect

andydenyer — Wed, 07 Oct 2026 15:54:00 GMT

Ok, that's fine then. Yes, no point paying an extra £18/month if it's not something you think you'll need. For me, it suggests that I would need to pay an extra £35 per month for Halo 3+ (I do currently have Halo 3 as part of my package, so I guess I must be getting that at a good price)!