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Taybarn
Beginner
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Message 1 of 6

BT kit return missing

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My sister recently moved into a care home and cancelled her existing BT phone and broadband service.  She returned her BT hub by post in the bag sent to her in September and Royal Mail confirms it was delivered.   She has now had an email saying it has not been received and threatening to charge her for the hub,  but there seems to be no way of replying to BT.  Can anyone help?

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5 REPLIES 5
NeilO
Moderator
Moderator
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Message 2 of 6

Re: BT kit return missing

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Hi @Taybarn welcome to the community and thanks for posting. I'm sorry your sister is still being asked to return the Hub. I'll send you a private message so you can send over her details as I'm sure we'll be able to help.

Thanks

Neil

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Taybarn
Beginner
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Message 3 of 6

Re: BT kit return missing

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I’ve tried twice to reply to your private message but this site says it can’t send my replies.  Now what?

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DanielS
Moderator
Moderator
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Message 4 of 6

Re: BT kit return missing

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Hi @Taybarn,

I am sorry to see that you couldn't reply to @NeilO.

Can you try and reply to him again or else send your reply to me?

Let me know how you get on.

Thanks
DanielS

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DanielS
Moderator
Moderator
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Message 5 of 6

Re: BT kit return missing

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Good morning @Taybarn,

We have received your private message.
One of my team will be in touch with you over the next couple of days.

Thanks
DanielS

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StuartH
Moderator
Moderator
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Message 6 of 6

Re: BT kit return missing

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Hi @Taybarn 

Thanks for taking my call today, as per our conversation I can confirm this equipment has been returned to us and I've now updated our systems to show there is no more equipment to be returned.

Thanks

Stuart

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