Returning equipment

[markglen29]

Hi,

I know I’m not the first to query this but looking for a bit of peace of mind..

So, I’ve been with BT since well before 2019 with the rule change.  Had the old 4K Youview box and same router since joining.  Literally decided to upgrade to the pro box yesterday and I have renewed the overall contract since joining at least once - surely I’m not obliged to send these pieces of equipment back even with the contract renewal though?  I’ve got a pop up on my account about returning these items for recycling even though I’ve had them for years past 2019.

Thanks

[gg30340]

If obtained prior to Dec.2019 you do not need to send them back unless you choose too.

[ney]

No you dont have to send it back if you got it from BT before December 2019.

BT customer service will say you must but you dont have to.

I asked same a good few months ago when I cancelled BT TV just to make sure but I sort of  already knew the answer.

They will send you a returns bag but you dont have to use it unless you got your stuff from BT in or after December 2019.

[WE84955574]

This is helpful. I recently gave up BT TV as I never used it much. They said I had to return the TV Box which I've had for years. I returned it on September 1st and got a tracking from the Post Office, that shows that it was delivered to BT a few days later. Even so I get texts and e mails from BT saying the equipment is not returned and I will be charged £89 if they don't get it. The on-line page says not returned. It's impossible to contact anybody on-line - I tried the messaging service but you first have to get past an annoying 'virtual assistant' who asks for your landline number. I don't have one so that service is worse than useless.

[gg30340]

It is taking over four weeks for BT to update accounts after receipt of equipment. 

If you have proof of posting or delivery phone 0800.800.150 and they will update your account.

[DavidM]

Hi @markglen29 and thanks for posting.

I can arrange a returns pack if you wish. I'll drop you over a private message now so you can get in touch if needed.

Cheers

David

[DavidM]

Hi @WE84955574 and welcome to our community.

Sorry there's been a delay confirming the return. I can sort that for you. I'll need a few details so I'll drop you over a message now so you can get in touch.

Cheers

David