Equipment return

[Tina215]

Hoping someone can help me with this one. Earlier this year I went with EE for TV and Broadband, 3 engineers and 3 separate days off work later the signal was just not there. Ended up having to cancel and EE were great, actually said to the guys on the phone when cancelling that when fiber is up and running ill be back, as I couldn't fault the customer service in the slightest, it was an issue which was totally out of EE's hands.  Sent the equipment back way before I was even disconnected, seemed pointless holding onto something I could not use, took such good care of it, I even packaged it back up in its original cardboard boxes etc. Since then I have been bombarded with texts about how I haven't returned the equipment and I am going to be fined around £200+ for both the internet equipment and TV box put together. I am not sure where to go from here. I have read posts about different postal addresses on different returns bags, I am not unsure if I have kept the proof of postage at all as I don't know which post code was on the two bags and I am totally lost. I have been a customer since 2009 and cant afford to pay this money for something I sent back in good faith. Are the goods scanned back in per customer? Is there a backlog? is there any way from EE side to show that they have received it? I am assuming there is a way of scanning them back in by serial number so they know which customer sent what? I am thinking its highly unlikely that things actually get lost in transit so it should be there. Is there a backlog at the warehouse? I am really looking for an EE team member to help with this one. Thank you so much in advance for your time 

[JimM11]

@Tina215 If you have not kept the proof, have not tracked it by yourself so you KNOW for certain where/when then you have big problems... It could be sitting in a postal centre / EE/BT warehouse and without you getting all the correct documentation for the return it is now your issue, pay up take the hit and keep the wolves away from your door. You could tag one of the EE staff and see if one is willing to assist you....

[Linzi_H · Accepted solution]

Hi @Tina215 

Thanks for letting us know everything that's happened so far. I know you'll be eager to find out exactly what's happening too! If you haven't kept proof of return, this could be tricky to locate where the equipment is. 

Have you spoken with our team about the messages you've received? If you haven't, I'd suggest calling and discussing the best next steps.

Linzi 

[Tina215]

I don’t know if I have proof or not. Other posts are suggesting they recieved two bags with different post codes on. I put all of my stuff into the same bag but cannot recall post code on it. What would the post codes be? Can anyone tell me? 

[Tina215]

Not only that but there are many other posts on here from people suffering the same thing and how it takes a while to be processed at warehouse. There really should be a better process for this 

[JimM11]

@Tina215 Sent back to EE via Royal Mail on the 03/04/2025 and EE email on the 16/04/2025 with the text below. And as i pointed out, was all in a controlled manner, EE sent all the return to us please, with all the label and ID that they required to process, so they Knew/expected and followed it all correctly. My package went to the YDC with XX10 1BT as the postal address.

Email subject is:- ""Thanks for sending your kit"" if that helps you, with my account and address details on it also.

Hi James, Thanks for returning your: Smart Hub Plus, it's back with us. Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.

Thanks, The EE Team

[Tina215]

Thanks Jim 

[JimM11]

@Tina215 Did you do as @Linzi_H suggested with calling them, you just may not have the easy resolve as pointed out?

[Tina215]

I’ve had a look and I still have the bag with the post code you stated, XX10 1BT. I did not anticipate receiving two bags and recieved them weeks apart. Placed everything into the first bag as soon as it arrived and returned it weeks before I was even officially disconnected as I could not use them so seemed silly to wait to return. So I am still questioning whether the first bag had a different post code on it as other users have said. I have some proof of postage’s at home as I generally would always keep these things. Just not sure which one I am looking for. I’ve tried to contact this morning but haven’t managed yet, will keep at it and let you know what happens. 

[JimM11]

@Tina215 Postal receipt is date and time stamped if that helps, YDC is Yorkshire Distribution Centre and if you do pin your info down, EE will have a far better way than you especially since it was a time ago. EE will be able to inform you of ALL there return centers...