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Brook95
Aspiring Contributor

on ‎28-04-2023 14h33

1,150 Views
Message 1 of 6

Why do I need to return my kit instantly?

A few weeks ago I renewed my contract, while doing so I opted for the hybrid connect and WiFi disc extra. But once I recieved the items I've been asked to return them or I'll be charged. Is this an error? As I've said, I've only just recieved the devices and don't want to be charged.

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5 REPLIES 5
imjolly
Distinguished Sage
Distinguished Sage

on ‎28-04-2023 15h35

1,127 Views
Message 2 of 6

Re: Why do I need to return my kit instantly?

did you get a new SH2?  if so probably the old hub they want back

 



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Brook95
Aspiring Contributor

on ‎28-04-2023 15h43

1,121 Views
Message 3 of 6

Re: Why do I need to return my kit instantly?

No, I already had the SH2 so I wasn't sent one. The email I received only says I need to return the ee box for the hybrid connect and the WiFi disc I only recently received.

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JohnC2
Moderator-Retired

on ‎28-04-2023 16h00

1,110 Views
Message 4 of 6

Re: Why do I need to return my kit instantly?

Hi @Brook95, sorry that you're getting these reminders to return the equipment. 
It sounds like there has been a problem with your order. Has it completed yet and you MyBT showing the new package?

Cheers
John

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Brook95
Aspiring Contributor

on ‎29-04-2023 11h37

1,038 Views
Message 5 of 6

Re: Why do I need to return my kit instantly?

Just checked on the BT app, both are showing as complete

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JohnC2
Moderator-Retired

on ‎29-04-2023 11h42

1,033 Views
Message 6 of 6

Re: Why do I need to return my kit instantly?

HI @Brook95, Thanks for checking that for me and posting back. 

I'm not sure then why you are been asked to return the equipment when the order has completed. I've sent you a Private Message so you can get in touch with us and we'll be happy to help you get this resolved.

Cheers

John

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