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Message 1 of 4

BT returned kit issue. Please help

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Good morning I’m hoping someone can help because I’m at a bit of a loss. 
We had Fibre installed in July and was connected and all was great, I contacted customer services to ask if it was possible to have a different hub one that I could manually select 5ghz mode, they said they would send me a new hub without a second thought. Wow that was all easy and quick!

a few days later I received the same hub in which I already had, I immediately returned the new hub with the return label attached. 
a few days later I receive a ‘you need to return your old kit’ email. I contacted BT and said what had happened and that the old kit was the same as the new kit and therefore I returned the new kit the same day as it was received, they asked for proof of postage which unfortunately I do not have 😞

surely they should have some kind of reference and code linked to the kit I returned, they are only looking for the old kit info to which I am still using. I’m hoping this all makes sense 😕 they are bow saying it’s my last chance and I’ll have to pay £50 but no one seems to understand my issue. 
thank you for taking the time to read and hoping someone is able to help 🙂 Tom

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Message 2 of 4

Re: BT returned kit issue. Please help

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Hi @cavefender21 Welcome to the community and thanks for posting. Thanks for returning the Hub you didn't need and I'm sorry to see you're being chased for the equipment that is still in use.

I'm sure I'll be able to help you get this sorted, and will send you a private message so you can send over your details to the moderation team. You'll get the private message by clicking on the envelope in the top right of the community.


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Message 3 of 4

Re: BT returned kit issue. Please help

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Hi @cavefender21,

Thank you for taking my call today and for sending in your details.

I've updated the system to show that the equipment has been returned. This will insure that no charges will be raised.



Message 4 of 4

Re: BT returned kit issue. Please help

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Thank you so much. Very quickly dealt with, really appreciate your help. 

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