Broadband 900 order cancelled but got the router.

[Tess2102]

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I had cancelled my broadband upgrade the next morning but I have still received the router. I am now moving to another supplier. I have to send my old router back with the tv box but I’ve yet to receive the QR code.

The only QR code I received was to send the old router back since I got an upgrade. My switchover is on the 8th of May. Should I wait until it has switchover for an updated QR code? 

[JimM11]

@Tess2102 Yes, when the new ISP takes over the line EE will inform you that they have closed down the broadband to you and then the request to return equipment will be generated, so you can send back the new router for the upgrade part.

[Michael_D · Accepted solution]

Hi @Tess2102 

It may be best to give our broadband guides a call just so they can help to make sure that all the equipment is returned correctly. 

If you cancelled the upgrade before it went live, there is a chance that the open requests for returns would be for the old equipment. 

The team will be able to check your account and let you know how to get the new equipment returned.

Michael