BT Equipment Returns

[HCook]

I’m hoping someone can help me sort out an issue with returned equipment.

I sent back my TV Recordable Box and phone equipment in the first week of August, and BT acknowledged receiving it on 8 August 2025. Here’s part of the confirmation email I received from btcomms@info.bt.com:

“Thanks for returning your TV Recordable Box, it's back with us.
Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.”
— BT Customer Support, 8 August 2025

However, on 9 October 2025, I received another email (also from btcomms@info.bt.com) saying BT hadn’t received my kit and that a £50 charge for a Wi-Fi Disc would be added to my next bill.

I’m confused and quite upset by this, as BT clearly acknowledged receiving my return back in August. Could someone please look into this and confirm that I won’t be charged incorrectly?

Will be most grateful for advice!

John

[imjolly]

this is a customer help customer forum and post does not go to BT

try phoning CS 03301234150 of try message now to billing  make sure you have your posting receipt

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

[HCook]

Thanks for your reply.

Unfortunately, I no longer have the posting receipt.

I’ll try contacting BT’s billing team as suggested, but it’s frustrating to be asked for proof of posting when BT themselves have already confirmed receipt.

If anyone from BT moderating here could pass this along or advise how best to get it resolved through customer service, I’d really appreciate it.

Thanks,
John

[gg30340]

Your proof of receipt from BT should suffice if you call BT.

[zulu17]

From whats been posted

the acknowledgement from BT confirms receipt of the the TV Recordable Box , the subsequent email mentioned a  WI-Fi disc. 

So question was the Wi-Fi disc returned in the same package as the TV Box - if so it seems possible  that it was s not scanned as received ?