Returning BT Box

[TammyC]

Hi there 

I recently received a replacement YouView Box as ours was faulty. I was told I'd be sent a recycling bag but none has arrived and the BT website just takes me round and round in circles looking for the right option to return equipment. I've been on hold to BT for 40 minutes but now have to start work. Can a moderator please get in touch to tell me how to get the equipment back to you?

Thanks

[Les-Gibson]

It seems that everyone gets told that they need to return kit when they've finished with it but it's not always true, you only need to return it if it was supplied to you after 13 Dec 2019, see How to return and recycle your BT equipment for free | BT Help

If you do need to return it then you should see the below when you log in to MyBT

In short, if you received the kit before 13 Dec 2019 and you don't see that tile then the kit is yours to keep if you choose and you shouldn't be charged for not returning it.

[gg30340]

If you have renewed your contract since 2019 you will need to return it.

"We made some changes to our Terms & Conditions on 13 December 2019, meaning that BT Hubs and BT TV boxes are being loaned to you. So if you joined us or have renewed your contract on or after this date, you’ll be charged for not returning equipment to us. You’ll have 60 days to return it from the date you stopped using it before we charge you"

See link

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

[TimCurtis]

The point here is that it's the return of a faulty unit therefore recycling back to BT is a good thing and nothing to do with contract dates etc.

Do be aware that the replacement is now a loan unit and would have to be returned at contract termination.