I recently had fibre broadband installed. Since then I have been constantly harassed to return equipment (the router according to my online account). But if I do return it I don't understand how the system can operate as the engineer plugged it into a socket (ONT) on the wall. What on earth is going on - or have I missed something?
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Thak you for the quick response. The answer is "yes". Maybe I should have been given a new router?
So you used your existing BT Smart Hub, was it a Smart Hub 2?
Yes it was - I've just checked. But this is the one that they want back, according to my account.
That does seem a bit odd. Did you request a phone service (BT Digital Voice), as they would normally send a Smart Hub 2 as part of the order, as its needed for a phone service?
I understood that there was no option but to take digital voice as the existing landline was to be made inoperable as a consequence of moving to fibre. But from what you say, I wonder if BT assumed that a new router has been provided and they automatically chase for return of the old one. I did intend to ignore the demands for return but I don’t now think I should or could. It seems that there is no e mail address for BT which I can use as every request from them says something like “don’t reply”. Which, from a communications company is pretty ironic, particularly as, when I call, I keep getting told how busy they are and please try online.
I have asked a moderator to advise.
Many thanks for all your trouble.
Hi @Harryo1 and welcome to our community.
Thanks for posting about the returns query. I'm sorry for any confusion. I can sort this out. I'll drop you over a private message now so you can get in touch.
Thanks @Keith_Beddoe for raising.