Return Equipment bag not being delivered

[Hanin973]

Hello,

I’m trying to return my equipment, the due date was supposed to be 20 Feb 2024.

I have requested a return equipment bag to be sent to me, multiple times every 7 days.
I have also contacted and call BT line minimal twice and ensured the address was correct and asked for the return equipment bag to be sent and they reassured me that it will.

Unfortunately the return equipment bag has not been sent or at least I have not received it. I’m currently getting charged for a broadband I am not using and I’m unable to send back.

It clearly says I cannot return it to the BT/EE shop so i honestly have no idea what to do.

[DanielS]

Hi @Hanin973,

I am sorry to see that it hasn't been received yet. Have you tried to order it online through your MyBT account?

See our help page on How to Return BT equipment.

Let me know if that helps you.

Thank you

DanielS

[Hanin973]

Hello,

I have tried multiple times; I literally request a new package every 7 days but I haven’t received any. The address is correct.

So I really don’t know what to do

[DanielS]

Hi again @Hanin973,

I've sent you a private message that you can reply back to my team through.

It'll take us a few working days before we can get back to you but we will do all we can to help.

Thanks,

DanielS