Equipment showing as not returned?

[lok0919]

I recently returned a BT Smart Hub 2 using the postage label provided. I have both the proof of receipt indicating it was sent via Royal Mail and tracking proof confirming its arrival with the address label provided by BT (it arrived on October 25th). However, I've just received an email instructing me to return it to avoid a £50 charge, and I'm finding it difficult to reach someone who can guide me on resolving this issue.

[NeilO · Accepted solution]

Hi @lok0919 the guidance says it can take around 3 weeks to process the return, don't worry as it occasionally does take a little longer. If you message our billing team on this link Broadband | BT Help and provide them with your tracking reference they'll manually update the system.

Thanks

Neil