Do I have to return 2015 YouView box?

[illingd]

Hi. I cancelled my TV Essentials subscription and have today received an email telling me to return my equipment. I also got a bag through the post to help me do this. I’m pretty sure I don’t have to return the equipment given it is from 2015 (and pre December 2019 cut off date), but the email threatens charges if I don’t. Any advice on how to deal with this? Thanks.

[RobbieMac]

Hi @illingd

Thanks for your post and welcome to the BT Community.

I am sorry for the confusion around returning the equipment.  As it's pre December 2019, you won't have to return it.  However, see here for further info >> How to return and recycle your BT equipment for free <<

Post back and let me know if you need our help closing this off.

Thanks,

Robbie

[illingd]

@RobbieMac thanks for the prompt response. Yes please, are you able to close this off somehow? 

[RobbieMac]

No problem @illingd

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[DanielS]

Hi @illingd,

Thanks for taking the time to contact us.

I rang you this evening but missed you. I'll call you again early tomorrow afternoon.

Let me know if there's a particular time between 2-8pm that you are free.

Thanks
DanielS

[illingd]

Hi @DanielS @RobbieMac  Any update on this at all?

[DanielS]

Hi @illingd,

Thanks for getting back to me.

Can you check your private messages and reply back when you get a chance? I'll be able to get it all removed from our systems fully for you.

Thanks
DanielS

[DanielS · Accepted solution]

Good morning @illingd,

Thanks for replying back to my private messages.

As I mentioned on our private message, I have updated our records to show that you don't need to physically send us back your BT TV box. It's yours to keep.

Thanks
DanielS