topic Re: Returning old equipment in Broadband & Landline

Returning old equipment

Surfsooz — Mon, 01 Jul 2024 10:34:19 GMT

I’ve returned my old Bt kit after changing to Ee, but keep getting messages reminding me to do so.
the message says I can reply with the tracking number so they can update their systems- but it’s not allowing me to send a message.

other than hanging on a phone all day, does anyone know another way to contact them to update? I dont want to be charged for kit I’ve returns

Re: Returning old equipment

JimM11 — Mon, 01 Jul 2024 11:27:37 GMT

@Surfsooz You should look at the text closely for the response, you may need ie REPLY with the return number after if to go etc. But included the help page link below if you need it.

Return and recycle your EE products | Orders Help | EE

Re: Returning old equipment

Surfsooz — Tue, 02 Jul 2024 17:17:42 GMT

Hi, thx for reply, but not even typing replay helped 😞 - the message system wouldn’t send at all - I just rang again at the end of the day & got thru really quickly - they escalated the text issue to resolve as it should have worked with just the number.

Re: Returning old equipment

Afshin1985 — Thu, 21 Nov 2024 18:45:44 GMT

Hi,

I am Afshin. I just wanted to let you know that I have already sent the equipment back to you two weeks ago, and this is my tracking number XF651320305GBPleasee update my system.

Kind regards

Afshin

[mod edit: please do not post personal information on the public board. Thanks!]

Re: Returning old equipment

JimM11 — Thu, 21 Nov 2024 17:19:13 GMT

@Afshin1985 Public forum and without any account access, so your request that you posted will go NOWHERE, you need to call EE CS to deal with this or wait it out, why don't you track the package to see that it got there....Use the link below

Re: Returning old equipment

Leanne_T — Fri, 22 Nov 2024 09:12:11 GMT

Hi there @Afshin1985

Thanks for coming to the community.

Please give us a call as @JimM11 has advised and the team will get the return looked into for you.

Thanks 🙂

Leanne.

Re: Returning old equipment

Angelamorton — Tue, 25 Mar 2025 12:38:57 GMT

I replied the old BT kit several weeks ago but keep getting messages to do. Please advise.

Re: Returning old equipment

Peter_W — Tue, 25 Mar 2025 15:59:38 GMT

Hi @Angelamorton.

Welcome to the EE Community 😊

When you sent your old equipment back, did you send this tracked / with proof of postage?

It may just be a case that it's taken a little while longer to process, but if you have these details it's worth reaching out to our team to let them know you have proof it's all been sent.

You can check out all the contact details you need here:

Peter