topic Re: Returning kit in Broadband & Landline

Returning kit

Rossd117 — Mon, 31 Mar 2025 13:32:46 GMT

Hi there I've just received a bill of 85 pounds today saying ee haven't received their broadband kit when I sent it away months ago i even recieved a 85 pound cheque few months ago so I assumed it was fine and well clearly that's not the case I didn't even think to send proof at the time that I have sent it back question is am I screwed that I need to pay the 85 back even though I have sent it ?

Re: Returning kit

Linzi_H — Mon, 31 Mar 2025 15:55:43 GMT

Hi @Rossd117

Welcome to the Community.

Do you still have your proof of return? If you do, please call our team directly so they can get this checked further for you.

Let us know how you get on,
Linzi

Re: Returning kit

Robfo1 — Tue, 03 Jun 2025 09:50:18 GMT

I returned BT kit on 14/04/2025: I have had several e mails to inform me that it had not been received. I took the advice given on this forum and have called EE on 3 separate occasions.I gave tracking number to the operatives OT708149280GB.on each occasion. Although your advice is well meaning, it does not fix the problem.

Re: Returning kit

Robfo1 — Tue, 03 Jun 2025 09:57:09 GMT

I should have added that I have just had a demand for £50.

Re: Returning kit

Rach_H — Tue, 03 Jun 2025 12:41:40 GMT

Hi @Robfo1,

Welcome to the Community!

I'm sorry to hear that this hasn't updated on our system, and that you're still being chased for this return. What did the team advise when you spoke with them about this?

Rach

Re: Returning kit

Robfo1 — Tue, 03 Jun 2025 13:46:33 GMT

Hi Rach, On at least the last 2 calls I was advised that no more e mails would be sent and if I did receive any, to ignore them. I have received about 4 messages since my last call. This morning I received an e mail to inform me that £50 would be charged to my account. As stated in my original enquiry, the advice to simply call the customer services is flawed and us bad advice.

Robert Forrest.

Re: Returning kit

Richardr66 — Tue, 03 Jun 2025 13:46:58 GMT

Put your tracking number here:

https://www.royalmail.com/track-your-item

Assuming the number you have given here is right, it shows the item going into the Royal Mail system, but nothing happening after that - it should be delivered two days later, or there should at least be a message about a failure to deliver. It should also show where it has moved within the system - normally different Royal Mail depots.

Let EE customer services know that, but also show that to the post office, as they seem to have taken the item and done nothing with it.

Re: Returning kit

Robfo1 — Tue, 03 Jun 2025 13:58:45 GMT

Thanks Richard, I did go into tracking on Royal Mail and it was as you stated. I have contacted Royal Mail earlier to clarify the delivery details. As for your advice about contacting EE customer services, I believe that having given them proof of postage and the tracking number, the problem is between Royal Mail and EE. Robert.

Re: Returning kit

Rach_H — Tue, 03 Jun 2025 16:57:10 GMT

It does sound like this hasn't been delivered to us @Robfo1 which is likely why you're still receiving these messages, though I am sorry to hear you've been advised to ignore these.

Have you reached out to Royal Mail to query what has happened with your parcel? If this was lost before we received it then it is possible you will be charged for this.

Rach

Re: Returning kit

Robfo1 — Tue, 03 Jun 2025 17:11:02 GMT

With respect Rach . I have given EE proof of postage and a tracking number that shows Royal Mail took possession of the item. There is absolutely nothing I can do to rectify the problem so why would EE charge me £50. The dispute must be between EE and Royal Mail .If £50 is taken from account I will put a police report as it is clearly theft given the circumstances in which I have done absolutely nothing wrong. Robert.

Re: Returning kit

Rach_H — Tue, 03 Jun 2025 17:17:15 GMT

I understand that you have sent this, and that you have submitted your proof of postage @Robfo1 but if we have not received this then you would need to query this with Royal Mail, as it seems they still have this in their possession. If you have insurance then they would be able to cover the cost of what we charge for the non return.

Rach

Re: Returning kit

Richardr66 — Thu, 05 Jun 2025 08:51:20 GMT

Rather than claim on insurance, which even if covered will no doubt have an excess and not pay out the full amount, I believe you can get compensation from the Post Office for the value of the item up to £100 for lost tracked items.

In some ways it is an oddity in that it is EE that have both paid for the postage and suffered the loss, albeit now trying to charge RossD117 fo their loss rather than reclaim it.

Having said that, RossD117, it is probably easier for you to make the claim, as it is usually the person posting the item who has to do so.

Re: Returning kit

Robfo1 — Thu, 05 Jun 2025 09:15:41 GMT

Richard 66.
I am still waiting for a reply from Royal Mail and have an investigation number. The problem that I and RossD117 will have is that Royal Mail request details of postage to include charges ect. We have no way of knowing this information. As I stated earlier the dispute must be between EE and Royal Mail. As EE made the request to post and supplied all packaging, labels, ect, we are only acting as agents on their behalf. There can be no justification for EE to charge clients for something completely outwith the clents control.

Re: Returning kit

juliel1 — Thu, 17 Jul 2025 07:46:06 GMT

I was transferred to EE when my BT contract was renewed. I have received multiple messages asking me to return my kit. I didn't receive any new kit I have carried on using my old BT router and can't return this otherwise I wouldn't have a router at all! I have been told that when I was switched over to VOIP that your records show I was sent a new router, I was not. Now I am getting multiple messages telling me I will be charged if I don't return the kit. I have spoken to several people who tell me they will sort it and then a few weeks later I get another message. Today I received another message, called you and was told that you couldn't do anything about it and to just ignore the messages. My worry is that you will charge me for YOUR error, and as I pay by direct debit I will not be able to stop the payment and, judging by the current level of help, will have a hard time getting it back! Not impressed with EE at all and will probably move when my next renewal comes up

Re: Returning kit

Peter_W — Thu, 17 Jul 2025 10:05:38 GMT

Hey there @juliel1.

Welcome to the Community 😊

Is it direct from BT that you're receiving these texts?

If you haven't already, I'd recommend getting in touch with them so you can highlight the messages and the fact that you're continuing to use the equipment with your EE connection.

They'll be able to double check any potential charges here too, and guide you on the best way forwards from there.

Peter

Re: Returning kit

juliel1 — Thu, 17 Jul 2025 19:42:46 GMT

Hi Peter

No, these texts are coming from EE. I've spoken to 3 different people, the 2nd person said he would mark it as having been returned, but the person I spoke to today said the system wouldn't let him do that and to just ignore the reminders. The 1st person I spoke to seemed to think that I had been sent a new router when BT switched over to VOIP for my landline but I just plugged it into my old router and wasn't offered a new router or sent one. I used to just call 150 to speak to BT but now my accounts have been transferred to EE I just get put through to you when I call that.

Re: Returning kit

JimM11 — Fri, 18 Jul 2025 06:43:34 GMT

@juliel1 The system does appear to be well flawed with the auto prompts to customer returns, and yes i also had the just ignore the request's although it was an EE leave to EE Returns where eventually the system caught of and the return was marked as cleared on the EE side, and although with the BT to EE move, keeping all the old, EE thinking you got new, and requesting the old to be returned would look at your or any e-mail's you got with this is what we will do from EE etc, you have an uphill battle with them and you are correct to pester the life out off them but it will get you nowhere and the response will be just ignore the messages, there is NOTHING we can do at our end, trust me that is 100% true as they cannot!

Below is the response from EE Months after and numerous e-mails/text's etc from EE as it was just them and me and i did the same,

We've got your return

Billing Account Number: ******7239

Postcode: *****7HT

Hi James,

Thanks for returning your: Smart Hub Plus, it's back with us.

Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.

Thanks,
The EE Team

Re: Returning kit

juliel1 — Fri, 18 Jul 2025 08:17:39 GMT

Thanks for your input!

Yes it is very annoying as I didn't ask to join EE but was just moved over by BT, and as EE have already started to try and blame BT for the problem(see Peter W's response) I agree that it will probably not be resolved any time soon!