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Neilbadmin
Newbie
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Message 1 of 7

Returning a hub

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Recently had an issue with broadband speed. Advisor told me they would send a new hub just in case but engineer who visited fixed the issue before new hub arrived as issue was with connection on the landline. I now have a new hub. Do i legally have to return the old hub ? Or the new one ?

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Returning a hub

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If you were send a returns bag, then BT would expect you to return one of the hubs, as it will show on your records, and you may be charged for it.

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Neilbadmin
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Message 3 of 7

Re: Returning a hub

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Thanks

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Neilbadmin
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Message 4 of 7

Re: Returning a hub

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There was no returns bag sent. Just the new hub

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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Returning a hub

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Just hold onto it as a spare. The Customer Service rep said he would send one out to you "just in case" plus BT hand them out like sweeties so I doubt they will come looking for it.

Moderator
Moderator
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Message 6 of 7

Re: Returning a hub

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@Neilbadmin welcome to the community and thanks for posting,  it really depends on how the advisor has placed your order for the replacement Hub. If it was a replacement under warranty you would have received a returns bag to send back the old Hub for recycling so it sounds like they have simply ordered you a new Hub and not followed the warranty replacement process. 

If you'd like to return the old hub for recycling I could organise a returns bag to be sent out, alternatively you could keep it as a spare. Post back and let me know?

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Neilbadmin
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Message 7 of 7

Re: Returning a hub

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Hi 

  • Many thanks. I have ordered a returns bag to send the old hub back. Thanks for the help.
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