Re: New BT customer

Terriedawn · ‎14-10-2023

I am about to be a new BT customer, but my BT Smart Hub has got lost in Royal Mail. Was sent by track48 on 9th October and still not arrived. So now I am without broadband or telephone line.

I have tried telephoning BT but told that they sent it within timescale, so nothing they can do.

Anyone else had trouble receiving their BT equipment?

imjolly · ‎14-10-2023

Where does the royal mail tracker say where the package is?

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caravanj · ‎14-10-2023

@Terriedawn

The legal position is quite clear under the Consumer Rights Act 2015.

Your contract for the BT Hub is with BT, not with Royal Mail.

It is the responsibity of BT to send you another hub & it's up to BT to chase Royal Mail.

As for Royal Mail they have small print saying that a parcel won't be regarded as lost until, without checking, it's something like a fortnight overdue.

However, this does not affect your rights under the Consumer Rights Act 2015.

Terriedawn · ‎15-10-2023

Thank you. I have managed to get the same through to BT now. They are sending a second hub out now. Hopefully it will arrive.

Terriedawn · ‎15-10-2023

Royal Mail tracker says it is at the south Midlands sorting office since Tuesday.

Terriedawn · ‎15-10-2023

I am having to repost this because someone declared my problem solved, when clearly it isn't.

I am about to be a new BT customer, but my BT Smart Hub has got lost in Royal Mail. Was sent by track48 on 9th October and still not arrived. So now I am without broadband or telephone line.

I have tried telephoning BT but told that they sent it within timescale, so nothing they can do.

Anyone else had trouble receiving their BT equipment?

VeteranISPUser · ‎15-10-2023

Hi @Terriedawn

Confused, are you now saying that they have not sent you another one?

https://community.bt.com/t5/Bills-Packages/New-BT-customer/m-p/2320342#M160383

Terriedawn · ‎16-10-2023

As I stated from the very beginning, the Hub has been stuck at Royal Mail sorting office since last Tuesday.

My problem isn't sorted, as with no Hub, I have no broadband.

rbz5416 · ‎16-10-2023

As @VeteranISPUser said, you posted yesterday morning that BT were sending a replacement.

If you want to solve this today just go to Facebook Marketplace & spend a few pounds on a Smart Hub.