Returned router

[Gerry7]

After receiving a new router to use digital voice, I returned the old router as requested on the 9/5/25.  Royal Mail tracking revealed that it was delivered to BT on 13/5/25.  I was notified on the BT app that Bt was awaiting return’.

Have been trying to contact them by telephone but not getting past recorded messages.   Help!

[imjolly · Accepted solution]

Contact billing using message now and give them your tracking number and they will update your account 

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

[Gerry7]

Thank you for your help, problem resolved after I took your advice.

[edbostan]

I returned my BT box and old router with an email confirming their return. Perhaps this only happens with BT Email.