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BT returns process

Hi everyone,

I wanted to offer some clarification around returning equipment that BT has supplied, when you decide to leave BT.

On 13th December 2019, we updated our terms and conditions meaning that BT Hubs and BT TV boxes were being loaned to customers as part of BT broadband and BT TV contracts. This applies to any contract taken out on or after 13th December 2019. You’ll be charged for not returning equipment to us. You have 60 days to return it from the date you stopped using it before we charge you.

We have to consider the environmental impact of this equipment after a contract has ended, to ensure these are recycled in a responsible and sustainable way. For more detail on how to return and recycle your BT equipment for free, click here:

Some customers will still be on contracts pre-dating this change and they are not required to return their equipment. If this group of customers sign up to a new contract and also get new equipment, their new hub or BT TV box will be loaned to them and the above terms apply.