topic Re: Return of BT kit in Broadband & Landline

Return of BT kit

mike-h — Mon, 26 Jan 2026 16:02:21 GMT

I’ve recently switched from BT to EE broadband. Ever since, I have been plagued by emails telling me to return the old BT kit. I did this in mid December and have proof. Despite this I am still getting emails reminding me to return a smart hub. I have called on numerous occasions and each time have been told there is nothing to worry about and that there is no record of outstanding items to return. Every time I deal with EE something goes wrong, whether it is mobile or broadband. Whatever is discussed/promised very rarely gets done. I did speak to someone in the Data Integrity team at one point on a separate issue and they actually seemed to know what they were doing.
There must be something remaining on the old BT account which is triggering these emails but I am at a loss to find anyone who can stop them being sent. Can anyone here help?

Re: Return of BT kit

Linzi_H — Tue, 27 Jan 2026 09:53:41 GMT

Hi @mike-h

Welcome to the Community.

If our team has checked your account and advised that there is nothing to worry about, I'm sure there isn't. However, I do appreciate the frustration in receiving repeated messages about this.

I'm really disappointed to hear that something goes wrong every time you speak with us, and we'd certainly not want to leave things this way. I'd suggest you Fill out our complaints form, and a dedicated member of the team will get back in touch within 7 days.

Linzi

Re: Return of BT kit

mike-h — Tue, 27 Jan 2026 11:57:24 GMT

Thanks Linzi I will try this