Returned kit

[Katherinewu]

Hi, I already mailed back my broadband kit on December 19, 2024, but you keep saying it hasn’t been received. How can this issue be resolved? Below is the tracking number

0S*********GB

when I mailed it.

Thank you for your assistance.

kind regards 

[Mod edit - removed tracking number] 

Katherine 

[Keith_Beddoe · Accepted solution]

@Katherinewu 

Welcome to this customer to customer help forum for BT Residential phone and broadband customers.

The only BT employees on this forum are the moderators, who no longer have account access.

Select the 'message now' option on this link https://www.bt.com/help/contact-bt/account-and-billing/broadband to have a live chat with a billing guide, they'll get you sorted.

Pleas edit out the tracking number from your post, as this is a public forum.

[Bluemoon1]

@Katherinewu I have copied this from another reply to a similar question

If you call BT 0330.1234.150 with your Proof of Sending or your Proof of Receipt they can update your account.

[Manatarms84]

This is a customer to customer help forum, the mods do not have access to your account

As mentioned before the best thing is to contact BT and once they take and verify the tracking number the equipment can be marked as returned.  Would expect to be a quick call.