Returned equipment but still shows as outstanding

[JensAsh]

Have recently returned my old Hub in the returns envelope provided by BT. Royal Mail tracking says it was received bt BT on 25-08-22. However according to my BT account the equipment is still outstanding. Who should I contact to sort this out?

[ozsat · Accepted solution]

I took about two weeks for my last return to show on BT as received after RM showed delivered.

[gg30340]

BT are presently taking up to four weeks to mark items as returned on accounts.

If you have Proof of Delivery you can call BT 0800.800.150 and they will update your account for you.

Don't call today as BT are on strike, wait until tomorrow. 

[JensAsh]

Thanks for reply. Only proof of delivery is on Royal Mail tracking site which says it's been delivered. Is this good enough to prove delivery?

[gg30340]

Yes.

[mnesomii]

Just to add to what others are saying, it does take quite some time before you get the text from BT thanking you for returning the equipment. So I would use the info you have from Royal Mail as your confirmation.

I returned some equipment recently too and it was just over a month before BT themselves confirmed it.

[JensAsh]

Thanks for the reply. I was getting worried about the possible fine for non-return of equipment. Now feel reassured that hopefully I should hear something in next couple of weeks 

[licquorice]

It must be costing BT far more in admin than ever the returned kit is worth.

[madasaman]

I am having the same problem I posted the kit back on the 5th Oct, it was delivered on the 7th Oct, but I am being bombarded with messages telling me to send the kit back. Also the message says to reply if I have sent kit, but I cant reply to the bl**dy message. If I get charged £50, I will be getting my solicitor involved.

[JensAsh]

Took BT about 4 weeks to process my returned equipment once it had reached them.