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Parker09
Beginner
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Message 1 of 5

Youview box returns

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Hi I recently cancelled by BTTV when it came to the end of my contract. I renewed my broadband contract and have been told I have to return the box or be charged. This is my 3rd broadband renewal and I have renewed the BTTV twice. I was under the impression that I would be able to keep the box after my first renewal was done. 

I brought this up in a customer complaint yesterday in which ive been told I have no choice but to return the box. I don't understand how this is the case?

Many thanks

 

 

 

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Parker09
Beginner
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Message 2 of 5

Re: Youview box returns

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Screenshot_20210122-081852.png

 this is the text I just received from customer service as well regarding the return

SMS.jpg

 

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TimCurtis
Guru
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Message 3 of 5

Re: Youview box returns

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@Parker09 

If you had the box prior to 13 December 2019 then it's yours to keep , regardless of what they say. If the box was a replacement after that date then the new rules apply to it and it must be reurned or you could be charged.

This page says more.

Also if you've got any email confirmation of your original order , as I have , it should say something like :-

Outstanding equipment charges

If you keep BT broadband or BT TV for at least 12 months, you won't need to pay for the equipment we've sent you. But if you cancel within 12 months, you'll need to pay any outstanding equipment charges for what's left of the 12 months. 

This is an on-going issue unfortunately where BT haven't provided the proper training to their Customer Serevice staff about the correct interpretation of the rules and there are various threads about this. Look at this one. 

TimCurtis
Guru
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Message 4 of 5

Re: Youview box returns

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@Parker09 

The box would have been originally supplied under the basis that it was yours to keep & free of charge after 12 months. BT cannot rescind/amend that by subsequent T&C changes, only if a replacement box was supplied after the 13/12/19 T&Cs change.

Sumdumgi
Contributor
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Message 5 of 5

Re: Youview box returns

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Its unfortunate that the Customer Services staff don't seem familiar with the terms relating to equipment and indeed refuse to accept what is contained within the T&Cs.

My 2 year TV contract ended in December and I am in receipt of almost daily texts and email reminders to return my box which I've actually had for something nearer 4 years. I've also had return packaging sent to me despite the fact at the time of cancellation I told the Representative I was keeping it when she told me to send the box back and read out the T&Cs out to her. I'm using it as a Freeview box at the moment and in time may change it for Freesat or Freeview Play box.

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