Returned BT Hub - Still Showing as Not Returned

[huniyam]

I called the BT call centre (0330 123 4150) around two weeks before my contract ended and requested a returns kit. I received the envelope and Royal Mail Tracked 48 return label by post.

I sent back my BT Hub on 16-08-2025 and, according to Royal Mail tracking, it was delivered to the BT Returns Centre on 18-08-2025. However, I am still receiving emails saying the equipment has not been returned.

I’ve attached the proof of delivery for reference.

Could someone from BT please check this and update my account accordingly?

[Manatarms84]

This is a customer forum with the mods having no access to customers account.  Give BT a quick call with your proof of return and it will b

[Leanne_T]

Morning @huniyam 

Thanks for posting on the BT Community.

If you get in touch with out broadband guides, they will check the return for you and help you get the account updated.

Let us know how you get on after speaking to the team 🙂

Leanne.

[huniyam]

As I have returned to my home country, it is not easy to get in touch, and it is also difficult for me to remain on the line waiting for an hour.

[Leanne_T]

Hi @huniyam 

Thanks for the quick reply.

You should see a 'message us' option on the BT Contact us page. If this is showing for you, please message the team and they will get this looked into for you. 

Leanne.