New BT/EE box but not ordered

[sarah20]

I have had emails to confirm I am being sent a new recordable box and there is an order on my account. Firstly I haven’t received it yet (could be post over Xmas) but secondly I didn’t order it! Will I be charged, and why am I being sent a new box out of the blue? If it’s an upgrade then great, the current box can be a bit temperamental!

[RobbieMac]

Hi @sarah20

Welcome and thanks for your post!

I am sorry for the confusion around the email you received about the replacement TV box.  Call our guides in the helpdesk on 0330 1234 150 who'll be able to look into this for you.  Feel free to post back and let me know how you get on chatting with them 🙂

Thanks,

Robbie