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Message 1 of 3

Kit return

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Posting this for my elderly mother. 
Her BT broadband service ended on 28/10/23. She posted her BT router in the bag she got sent at the post office on 30/10/23 and got a proof of postage. Tracking info showed the package was delivered on 1/11/23. As of today she is still getting emails and sms to remind her to return her kit. 

The little old lady is worried that her kit is lost and she will be charged for it. She thought she followed the instructions correctly. How can she notify BT that the kit has already been returned? 

TIA

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Message 2 of 3

Re: Kit return

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It is taking BT about three to four weeks to update their records after receipt of the item. 

The emails you receive are automatically sent out after set times if the account has not been updated to say the item has been returned.

If you have Proof of Postage or if you have the Receipt of Delivery they can update your account if you call BT on 0330.1234.150.

Or you could wait until at least four weeks have passed by which time your account should have been updated and no charge will be levied.

If a charge is levied post back on to the forum and further assistance will be offered.

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Message 3 of 3

Re: Kit return

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Hi @Chengjcn and thanks for the post.

Your mum won't see any charges for the return as long as she has proof of postage. As @gg30340 has mentioned, customer services will help on the number he's posted. If you have any problems please get back to me.

Cheers

David