Router Return - Lost Tracking Number

[HannaFindlay]

Hi, I sent my router back on the 9th December at the local post office, kept the reciept but it has been lost in our house move and now i can't find it. BT have recently messaged to say they haven't received it and can't do anything without the tracking number. 

Are they not able to track it themselves using the prepaid packaging they sent out when the contract ended? Has anyone else had anything similar and managed to recover a tracking number?

Any advice would be much appreciated, thanks

Hanna

[RobbieMac]

Hi @HannaFindlay

Welcome to the BT Community and thank you for your post!

I am sorry that you're being chased for the equipment.  I understand you sent the equipment back at the beginning of December.  Have a chat with one of our guides in the helpdesk about this.  You can reach them on 0330 1234 150.

Feel free to post back and let me know how you get on 🙂

Thanks,

Robbie