broadband equipment / router return to BT - information unavailable

[grahamv]

How do I return my old BT router to avoid being charged?  The box suggests going to bt.com/returns  but that goes into a loop and leads nowhere.  Thanks.

[Les-Gibson]

That page is working OK for me. In part, it reads as follows

How to return equipment to us

Returning your kit

When we need you to return your kit, you'll see an option to 'Return your BT kit' after logging into My BT.

Follow the steps provided and we'll send you a white returns bag in the post within 7 days.

If we've asked you to return equipment  and you need another bag or need one sending to a different address, you can order one easily by you can order one easily by logging into My BT and selecting 'Return equipment' under 'Return your BT kit'  7 days after your original request.

 If you try to order one before this time your order will not be processed. 

Take it to the Post Office

Attach the returns label to the returns bag and take it to your nearest Post Office.

Keep your proof of postage until we let we know that we've received your equipment. This usually takes about 7 days.

Arrange for Royal Mail to collect from your home

You can book an at-home collection, by picking the day you want them to come and collect. You will not be charged for this service. 

When you schedule your collection you'll need to enter the tracked reference from the postage label in your returns bag (it will look something like AB 1111 0000 1C). If you have any questions about your collection contact Royal Mail.

Our stores aren't accepting returns at the moment, so please don't bring your equipment in. 

[grahamv]

Thank you for this - but I have the old router in a box waiting here but when I log in to my BT account I can see no option to 'Return your BT kit' at all.... where is that option shown?

Thank you 

[Les-Gibson]

It's one of those 'features' that is supposed to become visible when you are required to return something but it doesn't always work out that way.

The moderators should be able to assist (@NeilO)

[NeilO]

Hi @grahamv Have you recieved email and or text message notifications asking for you to send the router back?

Returns packaging is sent automatically in this instance and you can only order replacement returns packgaing in MyBT. 

If you want to return equipment that we have not requested back you will need to chat with customer services to arrange an adhoc returns bag. I'd recommend using the message now facility on this link to request this Broadband | BT Help 

Thanks

Neil

[grahamv]

It's all sorted now - thanks for your help and advice!