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Message 1 of 8

Do I have to return 2015 YouView box?

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Hi. I cancelled my TV Essentials subscription and have today received an email telling me to return my equipment. I also got a bag through the post to help me do this. I’m pretty sure I don’t have to return the equipment given it is from 2015 (and pre December 2019 cut off date), but the email threatens charges if I don’t. Any advice on how to deal with this? Thanks.

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Message 2 of 8

Re: Do I have to return 2015 YouView box?

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Hi @illingd

Thanks for your post and welcome to the BT Community.

I am sorry for the confusion around returning the equipment.  As it's pre December 2019, you won't have to return it.  However, see here for further info >> How to return and recycle your BT equipment for free <<

Post back and let me know if you need our help closing this off.

Thanks,

Robbie

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Message 3 of 8

Re: Do I have to return 2015 YouView box?

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@RobbieMac thanks for the prompt response. Yes please, are you able to close this off somehow? 

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Message 4 of 8

Re: Do I have to return 2015 YouView box?

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No problem @illingd

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

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Message 5 of 8

Re: Do I have to return 2015 YouView box?

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Hi @illingd,

Thanks for taking the time to contact us.

I rang you this evening but missed you. I'll call you again early tomorrow afternoon.

Let me know if there's a particular time between 2-8pm that you are free.

Thanks
DanielS

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Message 6 of 8

Re: Do I have to return 2015 YouView box?

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Hi @DanielS @RobbieMac  Any update on this at all?

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Message 7 of 8

Re: Do I have to return 2015 YouView box?

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Hi @illingd,

Thanks for getting back to me.

Can you check your private messages and reply back when you get a chance? I'll be able to get it all removed from our systems fully for you.

Thanks
DanielS

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Message 8 of 8

Re: Do I have to return 2015 YouView box?

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Good morning @illingd,

Thanks for replying back to my private messages.

As I mentioned on our private message, I have updated our records to show that you don't need to physically send us back your BT TV box. It's yours to keep.

Thanks
DanielS

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