Faulty smart hub return - wrong serial number on return order

[56kbpspeeds]

Having a fault with smart hub 2 overheating, speaking to the technical team, they have arranged a replacement and a return of the current faulty one.

However the expected serial number on the return order is wrong, the serial number listed is for the hybrid connect, not the smart hub 2, checking the old order we were originally sent, looks like the serial numbers are swapped around on the order for the smart hub and hybrid connect.

Has anyone experienced this before? as don't fancy the 50 quid charge for sending the " incorrect" equipment back....

[licquorice · Accepted solution]

Call customer services on 0330 1234 150,  explain the situation and get them to transpose the serial numbers

[56kbpspeeds]

Just incase anyone else has the same issue, Spoke to guide via the orders and upgrades option and was told that it was just a technical glitch and nothing to worry about, though they could not adjust the serial numbers listed...

[gg30340]

Make sure you keep your proof of posting and if posible take a photo of it in case you lose it. It is not unknown for BT to bill cusomers months after the item was sent back.