Have been sent bag to return Smarthub, install not for 2 months!

[Chainsaw]

Hi,

Hopefully I've posted to the correct group?

I have FTTP install date of March 25th and BT will be sending me the new Smarthub.

Today I have received a bag for me to return my old Smarthub to BT and they say that if they have not received the old equipment within 60 days then I could be charged.

Judging by the amount of installs that are being pushed back I suppose I would be very lucky for mine to go ahead as planned.

It could well be more than 60 days before I get to send the old hub back.

I have 'live' chatted with India but not really any help and I have kept a copy of the transcript just in case.

I just think its a bit premature of BT to send me the returns bag 2 months ahead of an install.

Whats the likelyhood of being charged?

Cheers,

[Les-Gibson · Accepted solution]

You don't have to return if you received it before the 13/Dec/2019

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

[imjolly]

how old is existing hub?  earlier than 2020

[Chainsaw]

@Les-Gibson 

Thanks for that info.

Thats interesting. I signed up in July 2019 so according to their own rules, I do not have to send the hub back and I will not be charged. I am keeping the wifi disc though and we have agreed on the £30 as they have been 'always on loan'.

They did try and squeeze £60 out of me for some reason but I explained its only £30 for the wifi disc.

Lets see what Install date of 25 March brings!

Cheers,

@imjolly 

It was sent to me July 2019.

[Les-Gibson]

No, you don't have to return it in that case but BT do have a legal obligation to offer a recycling service. That plus what appears to be poorly trained and/or ill informed customer service staff does seem to cause both confusion and doubt.

Good luck for the install