Return of Equipment

[Harryo1]

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?

[Keith_Beddoe]

@Harryo1 

Did you already have an existing BT Home Hub from an earlier BT Broadband package?

[Harryo1]

Thak you for the quick response.  The answer is "yes".  Maybe I should have been given a new router?

[Keith_Beddoe]

So you used your existing BT Smart Hub, was it a Smart Hub 2?

[Harryo1]

Yes it was - I've just checked.  But this is the one that they want back, according to my account.  

[Keith_Beddoe]

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?

[Harryo1]

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. 

[Keith_Beddoe]

I have asked a moderator to advise.

[Harryo1]

Many thanks for all your trouble.

[DavidM · Accepted solution]

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.

Cheers

David