Broadband renewal - replacement hardware not arrived, now requesting return of kit

[ChrisCross64]

Hi

I have renewed my BT contract and was notified that new router would be delivered. I was already on a Halo service, with extenders for whole house cover.

I received an A4 envelope with an empty A5 envelope inside, 2 days after the online contract accepted.

I contacted the virtual assistant, then passed to a person, who re-committed the renewal.

2 days later, I received another A4 envelope with an empty A5 envelope inside.

1 week later, I contact BT on chat query about orders, to find out 1) should I expect physical replacement router, 2) what are the next steps.  I went through the whole signing up to  new contract, accepting t&c though on-line prompts.  About 30  mins on a chat and was told I would be expecting hardware.  

This time, nothing has come through the post, however I am being notified that I am expected to return my current hardware or expect a charge to my account.

So my questions to this forum:

• what is the purpose of the envelopes
• should I expect new hardware?
• How do I tell BT that no kit has been delivered and I will not be returning existing hardware as my broadband would not work?
• any advice on how to get through to speak to someone who can answer questions and not read a script?
• do I just ignore it all

[imjolly · Accepted solution]

what broadband package are you currently on?  are you changing/upgrading package?  do you currently have SH2 router? if you do have a SH2 router then there is no need to get anything new  as that is latest BT router supplied

try contacting billing using the message now link

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

[gg30340]

It sounds like you are just in the automated ordering service where all the same emails get sent out when renewing or taking out a new pacjage.

If you log onto your MyBT it should show what orders you have made and at what stage they are at and if any equipment is actually going to be sent out and what if any needs to be returned.

[Kodikid]

Also when dealing with BT it's crucial to get everything confirmed in an email. 

Has it actually been confirmed in writing what you're actually getting or not getting?

[chrisjp]

"Also when dealing with BT it's crucial to get everything confirmed in an email."

How exactly do you get BT to confirm everything in an email? If you order online you just get a confirmation on the website and you can get to this again by logging into your account. But AFAIK BT don't send out any emails.

[Kimberlin]

@chrisjp 

Sorry to be a bit pedantic, but BT do send out emails, but it seems they're very selective about what type of email they send out.

I've got about 12 emails in my BT email folder from BT last  year, all to do with switching, direct debits, returning kit and confirmation of returning kit.

But in essence, you're probably correct, the OP will probably be clutching at straws trying to get confirmation about a particular return. Let's face it, you can't email BT in any ordinary sense because their mailboxes are all seemingly unmonitored.

[garybs29]

Email is a slow method of customer service & they have no way of validating who you are so could be unsafe yet some people seem to think it should be the only way of contact

[chrisjp]

Quite a few companies have a secure messaging system which you can access once you're logged into your account, and this acts like email but is of course secure.
It's a pity that BT doesn't operate one of these - it would be miles better than telephoning them, negotiating menus and then getting put through to an agent who is only interested in upselling you something.

[ChrisCross64]

Excellent, I have a Halo 2 router at the moment, so I now know not to expect new kit. 

I was trying to get BT to confirm this and no one could on the ways I contacted them.  My confusion arose, when I received 2 envelopes with and empty envelop inside.  Just odd.

I will contact them via the link you shared to ensure that I am not charged for the kit I am not returning, as it is still needed!

[ChrisCross64]

Thank you, all sorted now.  Got to an agent on chat and the return aspect has been removed from my account.  They also confirmed that the hardware I have is compatible (as  you indicated @imjolly )