BT Equipment Returns

[GuyBB]

Having upgraded to Halo3+ I have been struggling to get a working Hybrid Connect Device and BT are in the process of sending me a third HC. Also they insisted on sending a new SmartHub2 this time although I am sure the latter is not the issue; the problem being that the two HCs I've received so far will not connect to the EE 4G network despite pairing with the SH2 perfectly and having good signal strength - seems to be SIM provisioning issues which BT support cannot overcome. One can see entries in the SH2's HC Resilience Events Log showing when the SH2 has failed over to the HC (due to my deliberately removing the incoming broadband line from the SH2) but no bytes of data are transferred.

Anyway I will need to send back HC number 2 or I will be charged £75 - that's fine. HC number 1 was sent back some time ago when HC number 2 had been dispatched.

However I am not eager to return a perfectly good working SmartHub2 and the Order for the new SH2 says that the charge for failing to return the original SH2 will be £0.00 - perhaps this is because it is more than 5 years old?

I am a great believer in "if it ain't broke don't fix it". If the third HC doesn't work with my original SH2 then I will obviously have to take BT's advice and try the new SH2 with it but will be amazed if that solves anything. And if it doesn't I would much rather stick with my original SH2 which has been extremely reliable whereas the new SH2 may turn out to be less so and if that were to be the case then I could be much worse off with daily usage of my normal broadband and phone service.

So, what I would like to know is would there be consequences if I simply return the second HC but don't return the original SH2? And can I keep the new SH2 as a spare (or use it and keep the original SH2 as a spare) for use in emergency?

Will be most grateful for advice!

[imjolly]

you can try and retain the SH2 and worst will be that BT write to you asking for it back or you will be charged.  you can then return it

[GuyBB]

This is what the Order for the second SH2 says :-

Equipment return
Return process start date: 13 Oct 2025
Total failure to return charge: £0.00
Return tracking number: xxxxxxx
We are preparing to send the customer a returns label. Once they have it, their next step is to
post the below equipment which has a return status of awaiting return back to us.
Equipment
Smart Hub 2
Serial number
xxxxxxxxx
Return status
AWAITING RETURN
Failure to return
£0.00
Returned on
-
Track returns

The zero charge rather suggests that the original SH2 no longer has much of a value to BT. But for me it is working perfectly and may well go on for many more years. So I will just sit tight and hang on to it for now.