topic Re: Erroneous equipment charges in Broadband & Landline

Erroneous equipment charges

Antfly — Fri, 26 Sep 2025 15:20:37 GMT

I just got this email from EE

Hi,

We've been in touch a few times to ask you to send back your kit.

We haven't received it and it's past the return-by date, so we're sending you an updated final bill and adding a £ non-return charge.

If you return the kit, we'll automatically refund the charge. It takes up to three weeks to process a return, and we'll apply the refund when we do.

Please go to ee.co.uk/go/equipmentreturns to find out more.

Thanks,
The EE Team

We just got EE TV and went full fibre and we have never been asked to return any equipment. I am getting a bit fed up of EE's incompetence.

Re: Erroneous equipment charges

XRaySpeX — Fri, 26 Sep 2025 15:52:05 GMT

@Antfly : Have you moved from BT? If so, they might want the BT kit back. Do you have any of the kit listed in https://ee.co.uk/help/orders/return-and-recycle-ee-product that you've finished with?

Re: Erroneous equipment charges

Antfly — Fri, 26 Sep 2025 16:22:35 GMT

We have been on EE for a while. We still have the BT smart hub 2 and we were told to carry on using it and not given anything else.

Re: Erroneous equipment charges

JimM11 — Fri, 26 Sep 2025 16:34:43 GMT

@Antfly Is that all you have from the original BT to EE changeover, may just be other items? Call to EE CS to find out or look at e-mails from them just incase they went to spam etc!

Re: Erroneous equipment charges

XRaySpeX — Fri, 26 Sep 2025 16:37:34 GMT

Then tell CS you have no surplus kit & never have done, to stop sending these reminder emails and to not add any non-return charge to your bills.

Re: Erroneous equipment charges

Antfly — Fri, 26 Sep 2025 21:39:01 GMT

We don't have any other equipment. That's the first and only email about it and there is nothing in the spam.

Re: Erroneous equipment charges

Antfly — Fri, 26 Sep 2025 21:42:55 GMT

Is it possible to contact CS without ringing them up?

Re: Erroneous equipment charges

XRaySpeX — Fri, 26 Sep 2025 21:45:38 GMT

No, unless you'd like to write to them. There's no Live Chat for BB.

Re: Erroneous equipment charges

Antfly — Fri, 26 Sep 2025 22:24:09 GMT

I think I will just make a complaint with their online form, I have already tried using the APP several times for other issues and got nowhere. Really starting to regret getting EE.