Returning Kit

[cj95]

I have returned both parts of my BT kit as requested in the same bag. It's gone tracked returns to BT. I have a barcode number but they are saying they have only received one part of my kit. The £30 kit has been registered as returned, but the broadband router £50 is still outstanding. I don't understand how one can be recieved but not the other? I have my receipt from the post office with the tracking details on it. I've already had to call BT an extra time because they sent the bag to my old address, and not my new one.

[JohnC2]

Hi @cj95, sorry that your returns bag was initially sent to the incorrect address and now that you've sent back the equipment only 1 piece has been marked as received back.

Please get in touch with us, with the receipt number,  using the 'Message now' option on this page: Broadband | BT Help and one of our guides will be able to update your equipment to returned.

Cheers

John

[cj95]

Thank you for this. It's now resolved after following your advice. Always best to keep the receipt safe.