topic Re: Email about returning equipment to EE in Broadband & Landline

Email about returning equipment to EE

Masomeh — Tue, 06 Jan 2026 15:32:56 GMT

Hi from EE. We've been in touch a few times to ask you to send back your kit. We haven't received the kit we asked you to return, so we're adding a charge to your next bill of 420.00 GBP. If we receive the kit, we'll automatically refund this charge. Returns take up to three weeks to process. Please go to ee.co.uk/go/equipmentreturns to find out more. Thanks.

Today i received this email but I have never received any equipment from you, so I have nothing to return.

Re: Email about returning equipment to EE

Alex_H — Tue, 06 Jan 2026 15:35:44 GMT

Hi @Masomeh,

Welcome to the EE Community

That is the email we will usually send out when you need to return EE Broadband equipment such as your Smart hub router or EETV equipment. Have you recently cancelled either of these services? Or placed an order and then cancelled?

Either way I would recommend giving us a call so one of our guides can check what exactly you are being asked to send back and why, and help get it resolved.

Alex

Re: Email about returning equipment to EE

XRaySpeX — Tue, 06 Jan 2026 16:10:58 GMT

Have you ever had an EE Broadband plan or indeed any product with EE?