I sent my mobile router back and EE are charging me £160

[LOKLAMLAI]

Hi everyone,

I’m hoping someone at EE or in the community can help me resolve this frustrating issue.

I was recently charged £160 by EE for a router that I already returned. I had requested a return bag, and as soon as it arrived, I sent the router back using Royal Mail’s parcel drop service. I didn’t realise that I needed to keep proof of postage, so I unfortunately don’t have a receipt.

I understand that not having proof makes things trickier, but I genuinely followed the instructions and returned the item promptly. I've since come across other customers in the same situation, which suggests there may be an issue in how EE processes returns — possibly routers sitting in the mailroom unlinked to accounts.

I’m no longer a broadband customer, but I was using EE’s service in good faith and followed the return process as provided. Being charged £160 for something I no longer have and did return feels incredibly unfair.

I’d really appreciate it if someone from EE could:

• Look into unassigned router returns.

• Review how these charges are handled when there’s a clear return attempt.

• Help reverse this charge.

If anyone has been through this and found a way to get it resolved, I’d really welcome your advice.

Thanks,
Loklam

[XRaySpeX]

Which router was it?

[LOKLAMLAI]

Hi @XRaySpeX, It was one of the broadband 5g routers. I don't remember the exact model but I remember it was black and when plugging it in, it only needed a power connection.

[XRaySpeX]

Why was EE charging you for it? Had you ordered it and then cancelled within the cooling off period? 

[LOKLAMLAI]

@XRaySpeX After I finished my contract with them they requested for the router back. They are charging me for it because they said I didn't send it back, but I did.

[XRaySpeX]

Normally mobile routers are yours to keep. You bought them as part of the contract. It's the latest fixed Home BB routers they want back.

[LOKLAMLAI]

To give more context on what I returned, I got two charges:

- Smart Hub Plus: £85

- Smart Hybrid Connect: £80

[Matt_124]

Then it is not a mobile router you had.

You had a fixed-line EE Smart Hub Plus and the backup 4G(!) Smart Hybrid Connect. The Hub can technically work exclusively from the Hybrid Connect, but you would have had to have been signed up for a fixed-line home broadband service in order to get this equipment.

You would need to call EE Customer Services and speak to them about this, although without proof of postage it may be difficult to get them to refund the non-return charges.

They would have no way of knowing you've attempted to return the Hub & Hybrid Connect unless you can provide the tracking info or return reference. It wouldn't be a "clear" or unclear attempt - they don't know whether there was an attempt at all unless they receive it.

[XRaySpeX]

@LOKLAMLAI : Ah, now that you've revealed that you were returning Fixed Home BB kit you would need to get in contact with CS to explain that you've already sent it back & so shouldn't be charged for them but w/out any proof of postage you could well have difficulty.

Nobody in this user discussion group can look into it for you & progress it.

You never had a 5G mobile router but the 4G Smart Hybrid Connect that comes as a fallback with EE New Home BB.