topic Re: Returning BT/EE equipment in Broadband & Landline

Returning BT/EE equipment

Markdija — Thu, 07 Dec 2023 11:06:53 GMT

I have sent back to Bt / EE , but they keep asking for it back , I have called them twice ( takes over 40 minutes to one hour) .

I have a picture of thier posting and our certificate of posting sent in our main post office. If I get get sent a bill for this I will be annoyed , as I physically can not do any more for them , apart from come and do the job for them. Watch this space. Markdija

Re: Returning BT/EE equipment

Markdija — Thu, 07 Dec 2023 09:26:51 GMT

Re: Returning BT/EE equipment

Markdija — Thu, 07 Dec 2023 09:38:24 GMT

Dear BT/EE,

I do hope you read your own forum’s .

many customers try to help you , by having all thier ducks in a row .

1- received postage bag , with new EE router.

( a BT engineering came and tweaked all my Bt in the morning, so it all worked , a new EE box arrived in the afternoon, that I had to install myself, I did not even realise that you were changing me from BT over to EE ).

2- stripped out all BT equipment worth over £300 and was threatened that I would be made to pay £60, if I did not return it All .
3- took photo of parcel , took to main post office and got certificate of posting , also took a photo , as evidence ( just as well, both BT and EE have been saying I have not returned it.

4- now keep sending it back ( photo’s ) to BT and EE , to see who closes out first and acknowledge’s me .

5- not everyone, keeps a track of things or takes photo’s , so I feel sorry for them being threatened that they have to pay money for the equipment returned.

Re: Returning BT/EE equipment

Robbie-Mac — Thu, 07 Dec 2023 11:18:50 GMT

Hi @Markdija and welcome to the EE Community!

I'm sorry for the problems you've experienced returning your equipment. I really appreciate the time you have spent over the phone trying to get this sorted.

I see you kept the proof of postage (which was the right thing to do) so I'll message you now in a moment privately. Please respond to the message with the info I've asked for and we'll mark the equipment as returned to help draw a line under this for you 🙂

I'll look forward to hearing from you soon.

All the best,

Robbie

Re: Returning BT/EE equipment

CornishRattler — Thu, 07 Dec 2023 18:57:01 GMT

I had exactly the same situation and did all you did by photographing the postage label on the bag, keeping the post office tracking receipt and constantly checking that reference on the RM tracking site. I eventually messaged BT using their live chat. told them the tracking number and that as far as I was concerned it had been returned to them via their preferred method (Royal Mail) and to that end my part was fulfilled.

The CS advisor immediately updated my old BT account as equipment returned ending the saga.

Re: Returning BT/EE equipment

Markdija — Thu, 14 Dec 2023 17:18:22 GMT

Hi All,

here i am again , issue not resplved still being told , i have not returned my BT Box to EE , VIA TEXT , OFF COURSE ITS A NO reply on .

so each week i get emails and texts from EE, I WILL JUST LET THEM SEND ME THE BILL and then go through the whole process again with them , seems a waste of time to me , do you listen to your customers ??, wait out ....

Re: Returning BT/EE equipment

Neil-O — Thu, 14 Dec 2023 19:35:42 GMT

@Markdija I'm sorry you're still being chased for equipment that you've already returned. If you reply to the private message I've sent with your details, I'm sure we'll be able to help.

Thanks

Neil

Re: Returning BT/EE equipment

nlester77 — Thu, 18 Jan 2024 10:12:46 GMT

Hi,

I am facing the exact same issue! Returned the kit on the 29th November, and by tracking it via the Royal Mail site, I can see it was received/signed for on the 5th December. In mid-January, I am still getting texts and emails chasing the return of the kit. I have tried to contact EE but as always, the emails and texts cannot be replied to!

Can someone from EE please help!

Re: Returning BT/EE equipment

Neil-O — Thu, 18 Jan 2024 12:34:41 GMT

Hi @nlester77 I'm sorry you're being chased for equipment already returned. Are you a New EE customer and it's the old BT Equipment that's being asked for?

Thanks

Neil

Re: Returning BT/EE equipment

MargaretWalton — Thu, 21 Mar 2024 10:40:03 GMT

Hi i am also in the same boat where they keep asking me for the kit back which i nave sent

i am so frustrated as don't know what to do next please help

Many thanks Margaret

Re: Returning BT/EE equipment

John-C — Thu, 21 Mar 2024 13:54:31 GMT

Hi @MargaretWalton, welcome to the forum and sorry you're getting chased for equipment you've already returned.
If you've sent the equipment back more than 4 weeks ago Message us Broadband | BT Help with your parcel tracking reference and one of our guides will be happy to update this on your account.

Cheers

John

Re: Returning BT/EE equipment

Averytj56 — Tue, 26 Mar 2024 09:02:16 GMT

I have sent back my Bt equipment and recieved a text from them

Hello, BT here. Thanks for returning your kit. We'll now recycle or dispose of this equipment in a safe and environmentally friendly way.

Then I recieved a text from EE

Hi from EE.
We still haven't received your BT kit. Please send it back to avoid a charge.
You can go to ee.co.uk/go/equipmentreturns to find out how. It can take up three weeks to process your return, so if you've already sent it back, you don't need to do anything.
Thanks.

Obvious right and left don't know what's going on.

What can one do .? ,

Re: Returning BT/EE equipment

Paddy-B — Tue, 26 Mar 2024 13:16:54 GMT

Hi @Averytj56,

Thank you for posting and thank you for returning your equipment. I'm sorry if you've received text messages with conflicting information. If you send me your details, I can take a quick look to make sure the equipment has been marked as returned.

I have sent you a private message with instructions for contacting the team.

Thanks,

Paddy

Re: Returning BT/EE equipment

MargaretWalton — Tue, 26 Mar 2024 13:55:00 GMT

Thank you i think it is all sorted now did manage to get through to someone

Re: Returning BT/EE equipment

Paddy-B — Tue, 26 Mar 2024 15:09:36 GMT

Hi @MargaretWalton,

Thank you for posting back to update the thread.

Thanks,

Paddy

Re: Returning BT/EE equipment

kennyeg — Sat, 04 May 2024 11:08:24 GMT

I too keep being remined to return equipment to EE that I returned a month ago. I am being threatened with a £50 charge on 27 May. Can anyone help as the constant texts and letters with threats are distressing.

Re: Returning BT/EE equipment

Averytj56 — Sat, 04 May 2024 11:21:07 GMT

I have been sent Bill for £115 from bt for equipment not returned I have
not paid as I took pic of everything I returned and the item is there. What
are they doing trying to make more money when EE are supposed partners. I
have a good mind to send the new equipment back and go to sky.

Re: Returning BT/EE equipment

Paddy-B — Sat, 04 May 2024 15:51:48 GMT

Hi @kennyeg and @Averytj56,

Thank you for posting and for returning your equipment. I'm sorry if your account hasn't been updated to show that the equipment has been returned. Please send me your details along with the proof of postage and I'll mark that as having been returned.

I have sent you a private message with instructions for contacting the team.

Thanks,

Paddy

Re: Returning BT/EE equipment

LWRFC1 — Tue, 07 May 2024 20:17:26 GMT

Same here had confirmation it was received but still getting reminders spent an hour today trying to talk to someone ro be told I bad been forwarded to the mobile broadband section and they couldn't help me. I just gave up. I was really happy with the deal and equipment but the appaling website and customer service is making me wonder why I bothered changing. I will definitely be letting anyone that asks about EE know this huge problem with their support. Seems they want to make you call for everything as NOTHING works online.

Re: Returning BT/EE equipment

John-C — Wed, 08 May 2024 07:53:39 GMT

Hi @LWRFC1, sorry you're been chased for equipment you're already returned. What equipment are you getting chased to return?
Have you got the tracking ref: if so try the 'Message now' option on this page Broadband | BT Help and they'll update your account.

Cheers

John