Being asked to return TV Bos which is still in use?

[Colin_London]

Hi @NeilO  - I have a similar issue this morning. Placing an order for full fibre has created another seperate automatic order to return our old BT TV box. 

This box is from an old contract that pre-dates the requirement to return equipment. Therefore we have kept it as a Youview box.

I am guessing your system still detects old boxes that connect to your system and automatically create returns orders whenever another change is made to the account which doesn’t include EE TV?

[NeilO · Accepted solution]

@Colin_London Thanks for your post, when a service is stopped we offer a method to return any associated equipment for recycling as part of our responsible business commitments. If your TV box was sent to you before the 13th of December 2019 you will not be charged for keeping it.

Thanks 

Neil

[Colin_London]

Thanks @NeilO . It’s just strange as I haven’t had a BT / EE TV service for years, but placing an unconnected order for full fibre seems to have triggered the system to try yet another attempt to get the box returned.