BT broadband upgrade, return equipment emails - EE support action required

[CJ1973]

Hello EE support

I have just upgraded my BT broadband, been moved to EE by BT. I am receiving emails threatening charges, as shown in quotes at the bottom of this post.

Status of what I have still:

• I am still using a new BT branded Hub that was sent at renewal, at my request (I returned the old BT hub and have received confirmation)
• I am still using two original BT branded wifi extender discs
• I still have but am NOT using my original Hybrid Connect (which happened to be EE branded)

Questions that need answering / resolving:

• I cannot return the wifi discs because I am using them, unless BT/EE sends me new ones first although this was never discussed. Either update your system that I am still using these or send replacements, please do not continue to send me return emails. Please confirm.
• I can return the EE branded Hybrid Connect if you want it? Send me a return bag if so. Please confirm.
• The support phone system does not help, so please provide me with a direct team member method of contact. 

Kind regards CJ

EE email excerpt: 
"Hi,

As part of your move to EE, you'll need to return your BT equipment.

Please send the following back to us by 12 Nov 2024 so you won't be charged:

Item Charge
Hybrid Connect £63.00
Wi-Fi Disc £30.00
Wi-Fi Disc £30.00

You can also send back any other equipment you're not using, in any condition, and we'll recycle it for free.

If you're waiting for new kit
You don't need to return anything until your new kit arrives"

[XRaySpeX]

1st of all this isn't EE Customer Support. It's a user discussion forum whereby peer users try to help each other.

If you have not received a return bag you may call 0330 123 1105 for 1.

[CJ1973]

My apologies, regarding misunderstanding community vs. EE support.

By way of update, so XRaySpeX kindly advised how to return the equipment with an additional bag. 

Do any other users have experience regarding what I do with my BT discs? BT implied that I simply continue using all their equipment, only returning kit that I didn't need because EE haven't provided anything new?

Any feedback appreciated. Thank you

[Matt_124]

Sounds like you may have been put onto a package without Complete WiFi/Smart WiFi and as a result the system is asking for the return of the equipment as it was loaned under the terms and charges of your previous contract.

You would *technically* be able to keep using these (if they are still working with the new Hub you have now) but you would have to pay the non-return charge, or alternatively the official solution is to add Smart WiFi on to your account for a monthly charge like your last contract would have had.

Be aware if you receive the new EE Smart Hub Plus router then the WiFi Discs you have will not be compatible.

In a lot of cases it can be cheaper to just pay the non return charge if they are continuing to work as opposed to paying monthly for the service, but paying this does not make them your property either, it is simply a one-time fine for refusing to return them. I believe it is refundable if you do get charged and later return them.

I would send the Hybrid Connect back though if it's not getting used and no sense in getting charged for keeping it.

[XRaySpeX]

Your BT disks won't be part of your plan with EE. So you need to return them as they asked for them. Does your plan with EE include EE WiFi Plus extenders?

Which EE BB plan are you on?

[CJ1973]

The EE plan that BT ported me to is called "All Rounder: Full Fibre 500"

I was, perhaps wrongly, led to believe that nothing else was changing - simply moving to true full fibre with higher speed. I therefore was under the impression that all kit remained. BT even said that the engineer uses the same BT router (nothing new supplied). As it was a new contract, I asked for a new router because it had the dedicated digital phone socket, so a new BT branded was supplied and setup by the engineer.

Thanks for your feedback

[XRaySpeX]

I've just checked. You don't get the EE Smart WiFi with the All Rounder plans. That's why they're asking for the BT disks. You needed the Full Works or above to get them.

[CJ1973]

Thanks, this helps to know 👍

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.