Hi! Question re. Returning equipment. My parents have had BT broadband for years. They recently got BT/EE digital voice - promised an engineer who would take care of the switch.
The day before the engineer was due they received a digital voice adapter and a bag in which to return their ‘old’ equipment. On the day of the engineer visit - they received an email to inform they there was no engineer coming and they could sort the switch themselves. Their phone lines went off the same day. I spoke to BT and managed to reconnect their phone via the digital voice adapter. I was told that their old ‘hub’ was ok and worked fine so they didn’t need a new one and they would put a note on their account to say they were using their current hub.
fast forward a couple of weeks and they are sent a text to say they need to return their old equipment or they will be charged. After several phone calls they were asked about what equipment they had in the home. They had their BT hub and a disk (to amplify WiFi signal in their home.
I followed this up with a further phone call and after an extended wait was advised that their WiFi disk was part of their old package and they needed to return it or they could in effect buy it for £30. After having so much trouble they decided to just get the charge on their account. But I’m not satisfied this is correct. There was no mention of the return of this disk until BT were advised that they hadn’t received a new hub. BT seemed determined to charge them for *something*. Anyone had a similar situation and how was it resolved?! Parents are in their 80s and this stuff has been stressful for both of them!
