Busiest Home Bundle / Return Kit help?

[29CC]

Hello,

I just recently moved over to EE and had signed up for the busiest home bundle in the last week or so with it being fitted on July 1st.

When I spoke to the agent he assured me it was the lowest price available as it was a new bundle and it wouldn’t drop etc. 

As it would go, the bundle dropped by £5 before my internet was even fitted so I called up to query and see if it was possible to get put onto the new price. 

After a lot of back and forth and transfers to different departments, I was told no I couldn’t get the new price but a manager offered me an extra Smart WiFi plus which I accepted. 

I haven’t even collected my box from the post office yet and already have an email from EE asking for me to return my kit or be charged £50. 

Any advice on this? Didn’t have time to call up tonight as it was too close to 9pm. 

Cheers!

[JimM11]

@29CC You have 60 day's to return requested item's before they look to charge. Help section explains all about returns. 

Return and recycle your EE products | Orders Help | EE

[29CC]

I get that if I was leaving EE or for some other reason. 

My question is more why they are asking for it back?

[JimM11]

@29CC You did not say what was being asked to be returned? Are you sure that they are not asking for the old router as you are being upgraded to the 1.6Gb package?

[29CC]

Sorry I’ll try clear up:

This is my first time joining with EE. 

I spoke with an agent about the busiest home bundle at the price of £70 p/m and he told me it was the lowest price etc etc. before my engineer came out the price dropped to £65 p/m and I called to query. 

I eventually ended up speaking with a manager who said he couldn’t change the price but would send out an extra smart WiFi plus box, I haven’t even picked it up from the post office yet and have received an email to return my smart WiFi plus box - or be charged £50. 

[JimM11]

@29CC Got it, you said you recently moved over to EE, where you with BT before this? with regards to the return request looks like a call to EE CS so they can amend and sort out the mistake at there end.

[29CC]

Nope, was with virgin but moved to an area they don’t provide so chose EE. 

thanks for your help will give them a call.