Does "BT TV 4K Recordable Box" have a model number of 91-00438

[mcman]

I have left BT and have been asked to return  "BT TV 4K Recordable Box" or I will be charged £125. Fair enough of course, but as far as I know my box is not 4K it has the model number of 91-00438 ? 

In addition the email says I can also optionally return two "TV Recordable Box". I would love to, but I have no idea why they think I have all these boxes?!

I have a feeling this is related to a box replacement last year when they sent me three replacements and I retuned two of them plus the faulty box. None of these boxes were 4k despite the support person telling me they were. At the time I though this was some kind of scam. I was assured this was no issue. I had no faith in this being the case and still have the courier reference numbers for all the returns.

In short, I have one box to return, not three, and it is not 4k. 

What are my options where my correspondence can be documented?

[JohnC2 · Accepted solution]

Hi @mcman, sorry you're getting reminders to return the incorrect piece of equipment. We'll be happy to help you resolve this. 

I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John

[mcman]

John, thank you for your help and also to Neil on your team. All sorted.