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Malarski
Newbie
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Message 1 of 7

do I need to return youview tv box?

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I have recently asked for my Entertainment Plus TV to be cancelled at the end of the contract on 17 January 2019. I was very surprised to see on the open order status today the following message - "Equipment to be returned -
Please ensure you return your equipment to arrive by the 15/02/2019. Otherwise you will be charged." 

I had thought that I would be able to retain my Youview box after the end of the contract - it is now over 2 years old (I was on an 12 month contract after an initial 12 month contract). 

No mention of the need to return the box was made by the customer services advisor I spoke to and I had thought that under BT T&Cs equipment could be retained as long as the contract was not being ended early.

I'd be grateful for clarification of whether BT are able to demand the return of an out of contract box and render a charge.

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: do I need to return youview tv box?

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Welcome to this user forum.

You do not have to return the box, it belongs to you after the initial contract period ends.

Malarski
Newbie
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Message 3 of 7

Re: do I need to return youview tv box?

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I have received a letter from BT reminding me to return TV box and
why there is a message on my account "Equipment to be returned -
Please ensure you return your equipment to arrive by the 15/02/2019. Otherwise you will be charged."
I don't want to pay for something that belongs to me
Please help
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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: do I need to return youview tv box?

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You do not have to return the box, it belongs to you after the initial contract period ends.

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Malarski
Newbie
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Message 5 of 7

Re: do I need to return youview tv box?

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Why there is a message on my account

Thu 17 Jan 2019
Equipment return
Equipment return process invoked due to Do Not Choose. Please return the following items before : 15/02/2019
Equipment
Serial number
Return status
YouView+ G4 box with remote

ReturnRequested
Equipment return process
Return's packaging Equipment posted Equipment returned
We have not received confirmation that you have posted your equipment back to us. Please be aware if you do not return your equipment by the 15/02/2019, you may subject to a penalty charge.

Thank you for Your help Keith
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Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: do I need to return youview tv box?

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This happens quite a lot, just ignore it, as you have completed your initial contract.

If you get any problems, post back here, and it can be investigated.

 

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Malarski
Newbie
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Message 7 of 7

Re: do I need to return youview tv box?

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Thank you for your help
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