Returned router but hasn’t arrived

Exnigel — Sat, 08 Feb 2025 01:14:03 GMT

EE cancelled my order in November without my consent and initiated a new order, it is unclear why. I had already received the hardware (router) for the original order and then they sent me another one for the new order, and then asked me to return the original router. If I didn’t they said i would have to pay £85. Despite the fact thatit wasn’t my failt, I packed it in the supplied envelope and then made a special trip to the lost office in early January. I have a receipt and a photo of the parcel.
I now receive regular emails from a noreply address telling me i have not returned the equipment and next week i will be charged £85. The obvious thing would be for me to email a photo of the box and the receipt, but i can’t do that as it is a no reply email and i am unable to find any other way to submit this proof of return. It seems very unfair that i am going to be charged despite having done everthing that EE asked me to. It took 3 months to get my connection so i am pretty unimpressed anyway with the EE service. Can someone here with a link to EE advise me on what to do?

Re: Returned router but hasn’t arrived

XRaySpeX — Sat, 08 Feb 2025 04:41:51 GMT

Call CS & supply them with the tracking no. of the parcel & a copy of the receipt & they will check it out.

Re: Returned router but hasn’t arrived

Leanne_T — Sat, 08 Feb 2025 08:09:27 GMT

Morning @Exnigel

Thanks for coming to the community.

Please give us a call as @XRaySpeX has advised and the team will help you with the return and the charge that is going to be applied next week.

Let us know how you get on.

Leanne.

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Returned router but hasn’t arrived

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