BT WIFI return

[ColinC52]

I left BT in October 2025 and swiftly returned all the WIFI kit as soon as the barcode was issued to me, via my local Post Office.

I hadn’t given it any more thought until I was issued an email saying that BT are charging me for unreturned kit as they say they haven’t received it. 

I have lost my receipt from the Post Office, unfortunately, and am being told I now have to pay this balance as I can’t provide tracking information.

Surely my kit is somewhere in the returns department either not processed yet or a mistake been made to not acknowledge this on my account?

Why should I pay because of their companies mistake?

I did approach the Post Office to see if they could reissue the tracking number but their systems are as poor. I did present the barcode that BT had sent to me, but alas no luck.

Hopefully BT can track down the package in their returns department.

[Kimberlin]

@ColinC52 

Sadly, as awful as it reads, you’ve probably got as much chance of plaiting fog as you have of BT owning up to have ever received your returned equipment.

As you are aware, unless you keep that Post Office tracking slip as safe as houses, you’ve lost your proof of posting and I’m guessing that will be that. This is why its imperative to photo the slip when it’s issued and chase the return yourself with a minimum of 4 weeks from posting.

You can try phoning BT to see if they can help you, but it wouldn’t surprise me in the least that with an almost 4 month passage of time, that your equipment has long disappeared into the ether.

[imjolly · Accepted solution]

you can try contacting billing using 'message now' and see if they can help you.  unfortunately without proof of posting which you are told to keep you may still be charged

https://www.bt.com/help/contact-bt/account-and-billing/broadband