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crimsom
Contributor
6,615 Views
Message 1 of 6

How to Return BT Equipment

Dear @DavidM 

We have cancelled our BT full fibre ISP (no phone) contract within cooling off period, and our Member of Parliament has asked BT to respond to our 04 October 2021 formal complaint, and many letters of complaint requesting to leave without penalty and refund monies already paid. 

On 09 December 2021 the Executive Customer Resolution Team sent another BT Smart Hub 2. 

On 13 December 2021 the Executive Customer Resolution Team said "I will allow you to leave your contact without penalties and I have also issued you a returns kit to send the (second) Smart Hub 2 back to us." How to return and recycle your BT equipment for free | BT Help

On 15 December 2021 the BT Bill dated 03 December 2021 arrives to say BT continues to bill (for services that BT have already terminated). 

Please send the following back to us so you won't be charged: Item Smart Hub 2, Charge £50.00, Return Date 11 Feb 2022. We'll send you a replacement returns kit, free of charge. All you need to do is log into MyBT and select 'View Details' under 'Please return your equipment'. But there is a problem, see How to Return Equipment - BT Community

We need another returns kit, but cannot find 'Please return your equipment' within our MyBT account. 

Where is the 'Please return your equipment' located? 

Kind regards. 

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-Richie-
Guru
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Message 2 of 6

Re: How to Return BT Equipment

@crimsom  if you're dealing with the Executive Customer Resolution team you'll have a case handler, ring them and ask for a 2nd returns bag to be sent.

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crimsom
Contributor
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Message 3 of 6

Re: How to Return BT Equipment

Hi @-Richie-  if only it was that simple, the Executive Customer Resolution Team's case handler has already instigated supply of returns kit that is supposed to be delivered within 2 to 3 working days. Still waiting for returns kit to arrive. 

How to return and recycle your BT equipment for free | BT Help

Need another returns kit, to return more BT equipment. Where is the 'Please return your equipment' located? 

Kind regards. 

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-Richie-
Guru
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Message 4 of 6

Re: How to Return BT Equipment


@crimsomwrote:

Hi @-Richie-  if only it was that simple, the Executive Customer Resolution Team's case handler has already instigated supply of returns kit that is supposed to be delivered within 2 to 3 working days. Still waiting for returns kit to arrive. 


Only 1 returns kit can be ordered at a time, your current returns order will be open and close down once delivered.
Next time you speak with your ECR case handler, explain you need another and they'll send it once the current order closes, to save 2 trips to the post office just wait and send them both back together, you have 60 days so plenty time.

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crimsom
Contributor
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Message 5 of 6

Re: How to Return BT Equipment

Hi @-Richie-  the 13 December 2021 ECR case handler email's "How to return your kit" notification says 

Need another returns bag?

We'll send you a replacement, free of charge. All you need to do is log into MyBT and select 'View Details' under 'Please return your equipment'. 

There is nothing in the existing ECR case handler's BT notification about having to wait for a BT return kit to have been delivered. 

Where is the 'Please return your equipment' within MyBT? 

Kind regards. 

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crimsom
Contributor
6,542 Views
Message 6 of 6

Re: How to Return BT Equipment

The community thread How to Return Equipment - BT Community says how complicated it can be, and to cancel Direct Debit because BT billing is slow to respond. The Returning your BT Business equipment in three steps | BT Business (custhelp.com) says get the correct returns label. If your returns kit does not arrive, chat now to request another.  It would be good to get another returns kit without having to raise another complaint about "BT Service Issue - Service received poor". Do not want to get more BT Bills just because the BT Service is poor and there is no 'Please return your equipment' within MyBT.  Nothing works as it should have. 

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