New EE box with recontract/upgrade ?

[allanwlls]

I received an offer via email and re-contracted and changed package over the weekend. During the process, it specifically mentions receiving a box.

I likely wouldn't have done so if it wasn't suggested that a new box would be sent as the BT box i received when I first took out the contract never worked from day 1, would glitch all the time on ethernet and was completely unusable via wifi (despite fibre line and being 2-3 metres from the hub and firestick/tv apps all working fine).

I've looked at my order today and see it's marked completed an no box appears to be being sent, is this correct, and if so what's the cooling off period for a contract upgrade and the process for cancelling ?

Any help appreciated.

[Les-Gibson]

Just report your current box as faulty, they'll send you a replacement.

You will have to return the old box (unless you received it before Dec 2019), just make sure you keep the post office receipt as proof of postage as BT are notorious for charging for equipment they say they never received, a quick search of this forum will verify that