Activation Fee on Renewal Contract

[somhairle]

I have been on Superfast Fibre Unlimited for 18 months and was notified that my contract was coming to an end. A new contract was suggested to me and this has a £9.99 actvation fee for equipment and activation. However, why do I need to pay this when my service is already activated and I already have the BT Smart Hub??? The package is exactly the same as my current one.

[-Richie-]

It's a postage charge for new equipment, the BT system should detect you have a smart hub and not send you one out, did you get the smart hub from BT or buy from a 3rd party ?

[somhairle]

I got it from BT when I joined this service 18 months ago. As far as I know it is the latest hub too, so there will be no need for a new one. The charge appears to have been made.

[-Richie-]

If you ring 0800 800 150 and ask for the connections team, they might be able to modify your order and stop the hub being sent, if they can do that then the £9.99 postage fee won't be applied.

[somhairle]

Many thanks. I'll give it a go. I did speak to the Value Team this afternoon and queried the charge and they did not mention this.