Returning old BT TV Box

[IanC47]

Hello,  I know this has been raised before with some apparent success.

I have 2 original BT TV recordable boxes , one from so far back I can't remember and the other supplied in January 2019 when I took out a TV Everywhere package. I need to replace them because the old boxes don't support HBO Max or Netflix, but I was put off by having to return the old boxes which have a lot of recordings.

Having seen the threads is this forum about not needing to return old boxes, in June this year  I took out a new TV package and was supplied new EE TV Pro recordable box but was told I would have to return one of my old boxes  or be charged £89 and I am receiving regular emails to this effect. 

I recently spoke with BT customer support about thi,s questioning the retrospective validity of the December 2019 terms and conditions but they insisted that their system is correct and they can't change it. Curiously they advised me of the serial no of the box I need to return is the one supplied for my TV Everywhere package, not the original one. On enquiring further, they thought replacement equipment replacement issued after a fault might have caused the contract to reset, but couldn't provide details and I have no recollection of this. They also said that if I upgraded my earlier box, they wouldn't request that back, but they would only replace it with a non-recordable mini TV box because customers are only now allowed one recordable box, irrespective of my TV Everywhere package.

As it stands I have no option but to return or pay. Can anyone suggest a successful way round this please?

[WSH]

I had similar when I jumped ship and went to Sky TV, 12 months ago.  An email to complaints sorted it.  They confirmed that, as it was prior to 2019, there was no need to return it.

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[zulu17]

There are two areas of concern here . First incorrect application of the 2019 contract terms .Secondly the failure when advised  of the error for Customer Service to effectively progress through either escalation or the complaints route.

As these are recurring themes it is very disapointing that the customer service process is not working aa well aa it should.

[zulu17]

There are two areas of concern here . First incorrect application of the 2019 contract terms .Secondly the failure when advised  of the error for Customer Service to effectively progress through either escalation or the complaints route.

As these are recurring themes it is very disapointing that the customer service process is not working aa well as it should.

[chrisjp]

"As these are recurring themes it is very disappointing that the customer service process is not working as well as it should."

I would go further and comment that BT's telephone customer services is dire, with their agents being very badly trained (or not trained at all) and ignorant about most issues raised by customers.

[TimCurtis]

This is the returns policy from BT's website:-

Return old equipment 

However if your unit was replaced because of a faulty unit then if that was after the December 2019 date then the new policy applies. The renewing your contract statement I believe is not legally valid.