Returning BT Equipment

[simonthomas69]

I am being threatened by BT with charges if I don't return my old BT equipment for recycling. Under the rules I will be charged for keeping any equipment I received from BT on or after 13 December 2019. I have had my BT equipment since 2017 and do not fall in this criteria nor do I need to return it. Why am I threatened with these charges for failing to return them?

[Keith_Beddoe]

@simonthomas69 

Just ignore the messages, this is a common problem, as BT do not appear to have a method to determine when stuff is issued, so a blanket request is sent out.

All new equipment is only loaned, and has to be returned.

[NeilO]

Hi @simonthomas69 welcome to the community and thanks for posting. Does the correspondence you've received mention a charge? If you've been provided with the equipment before the 13/12/19 then we do provide you with the option of returning it free of charge for recycling but you're not obligated to do so.

The email is worded like so:  

We're determined to do our bit to protect the planet. Sending your kit back means we can recycle or dispose of it in a safe and environmentally friendly way.

So please help us by sending back the kit below. It's really easy to send it back – just follow the instructions further down.

And if you have a Mini Hub you're no longer using, you can send that back in the same way too.

How to return your kit for free

We're sending you a pre-paid returns bag, which should be with you in two or three working days. When it arrives, put the kit mentioned above into it, then peel off and attach the returns label.

Take it to the Post Office:

• The postage is already paid, but please get proof of postage.

Arrange a Parcelforce collection (if you're returning a TV box):

• Go to collections.parcelforce.net/bt
• Choose a date and time slot when you'll be at home to give your parcel to the courier.

Here's more help with how to return your kit.

Go online for quicker results
Because of the coronavirus, we're answering a lot of calls at the moment - including calls from vulnerable people who need our advice. So please look for answers online if you can.

Thanks,

BT Customer Support​​​​​​​

[simonthomas69]

Hi. Yes it says that but also on a separate piece of paper it says I will be charged if not returned in 60 days .

Nothing about the option to return it or not. 

[NeilO]

Thanks for getting back to me @simonthomas69 we'll be happy to take a look at this for you, I'll send you a private message so you can send your details over to the moderation team.