returning equipment?

[CT12]

I have cancelled BT TV as from today and have been asked to return the set top box. I have had the box since 2016 and wish to keep it. On my account the order is still open showing awaiting equipment return but the failure to return charge is £0. Please could a moderator assist? Thanks. Christine

[gg30340 · Accepted solution]

BT have to by law offer to recycle electrical equipment.

It is a badly worded email.

If you had the box  prior to 2019 you can keep it and you will not be charged, hence the failure to return charge of £0.

How to return and recycle your BT equipment for free | BT Help

[CT12]

Thanks. How do I get the open order closed down ?

[gg30340]

Phone Customer Services and explain to them that you will not be returning it due to the length of time that you have had it and if need be quote the relevant part in the link I posted. 

Any problems post back.

[CT12]

Many thanks, you’ve been very helpful

[CT12]

Sorted!  Thanks