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Email about returning equipment to EE

Masomeh
Visitor

‎06-01-2026 12:55 PM - last edited on ‎06-01-2026 03:32 PM by

Hi from EE. We've been in touch a few times to ask you to send back your kit. We haven't received the kit we asked you to return, so we're adding a charge to your next bill of 420.00 GBP. If we receive the kit, we'll automatically refund this charge. Returns take up to three weeks to process. Please go to ee.co.uk/go/equipmentreturns to find out more. Thanks.

 

Today i received this email but I have never received any equipment from you, so I have nothing to return.

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2 REPLIES 2
Alex_H
EE Community Support Team

‎06-01-2026 03:35 PM

Hi @Masomeh,
 

Welcome to the EE Community

That is the email we will usually send out when you need to return EE Broadband equipment such as your Smart hub router or EETV equipment. Have you recently cancelled either of these services? Or placed an order and then cancelled? 

Either way I would recommend giving us a call so one of our guides can check what exactly you are being asked to send back and why, and help get it resolved.

Alex

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XRaySpeX
EE Community Star
EE Community Star

‎06-01-2026 04:10 PM

Have you ever had an EE Broadband plan or indeed any product with EE?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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