topic Returned Kit, no tracking number, not arrived? in Broadband & Landline

Returned Kit, no tracking number, not arrived?

Alfology — Wed, 06 Nov 2024 00:38:15 GMT

I sent a BT hub and WiFi disk back with the returns kit a few weeks ago, as I was sent a new EE hub and smart wifi. I haven’t got the tracking number, keep receiving texts asking me to send the kit back which I have done. Looks like a reoccurring issue with EE where they receive the kit back but this isn’t processed and marked as received? Anybody able to help?

Re: Returned Kit, no tracking number, not arrived?

JimM11 — Wed, 06 Nov 2024 10:08:12 GMT

@Alfology Did you not keep any proof of postage so you could track the delivery back?

Re: Returned Kit, no tracking number, not arrived?

Alfology — Wed, 06 Nov 2024 10:11:56 GMT

Hi Jim

I had kept the proof of postage for about 10 days/2 weeks at which point I lost track of it and must’ve chucked it. Around the point where you’d assume a package had been received really. My fault I guess. Any ideas or?

Re: Returned Kit, no tracking number, not arrived?

JimM11 — Wed, 06 Nov 2024 10:18:54 GMT

@Alfology If you no longer have the proof of postage, kind of in limbo until and if the returns centre receive and mark you up as done, unless you wish to contact EE CS, copy of the help to get you there contact wise.

Re: Returned Kit, no tracking number, not arrived?

simonhodson24 — Thu, 26 Dec 2024 14:56:30 GMT

I have the same problem and now they're threatening to charge me!!

Re: Returned Kit, no tracking number, not arrived?

JimM11 — Thu, 26 Dec 2024 16:44:59 GMT

@simonhodson24 So do you or not have kept the proof of postage, and/or tracked the package back to the destination?

Re: Returned Kit, no tracking number, not arrived?

Uglybug — Tue, 14 Jan 2025 13:11:31 GMT

It was posted 1 week after we received the kit bag and was posted at the post office in bilsburrow

I understand I have been charged for the non return of the kit

Re: Returned Kit, no tracking number, not arrived?

Uglybug — Tue, 14 Jan 2025 13:11:48 GMT

Re: Returned Kit, no tracking number, not arrived?

Peter_W — Tue, 14 Jan 2025 15:28:59 GMT

Hi @Uglybug, welcome to the EE Community!

What date did you send this off, and have you spoken with our team about this charge?

Peter

Re: Returned Kit, no tracking number, not arrived?

Dawn19641 — Tue, 28 Jan 2025 15:16:45 GMT

I am the same. They have the disc but not the hub but they were in the same bag!

Re: Returned Kit, no tracking number, not arrived?

Rach_H — Tue, 28 Jan 2025 17:21:06 GMT

Hi @Dawn19641

Welcome to the Community!

Have you spoken with our team about this, so they can get this checked for you?

Rach

Re: Returned Kit, no tracking number, not arrived?

Beetseeker — Wed, 06 Aug 2025 00:55:47 GMT

I have exactly the same issue. I took the return label that we provided to the post office and had it scanned, I did not keep the tracking number.

I have been billed £85, I have asked ee for the tracking number that they provided to me and they say they don’t know. Therefore my question would be how would they know when they received my router that it was from me??

basically how do they track my router back?

sounds like a shambles really. Incidentally, I work for Royal Mail so I scanned the parcel personally and sorted it to the correct selection!

Re: Returned Kit, no tracking number, not arrived?

XRaySpeX — Wed, 06 Aug 2025 01:29:16 GMT

@Beetseeker : EE know the serial no. of the router they lent you.

However if you didn't keep the proof of posting you may have difficulty in proving you sent it back.