Replacement kit not received

[Geoff-f]

We set up a new package and at this time we were moved to EE for broadband. We were told that we would receive a new hub and once received we would need to send back the old one. 

2 weeks on and no sign of the new hub but daily emails telling us to return the old one by 8th Aug or receive a £65 charge for non-returns. BT as usual are impossible to get hold of unless you are prepared to wait on hold for upwards of 30 minutes. My father is elderly and refuses to do this himself which means we have to call again to chase for something they promised to deliver. 

How do you get a response out of this company without wasting hours of your time chasing for things they have sold you and are supposed to do?? 

[Peter_W]

Welcome to the Community, @Geoff-f 

When you took out the new package and arranged the switch to EE, you should have been given a date for this to change which will also coincide with the BT cancellation. 

In many instances your BT Hub will still work in the interim too, but we'd not expect the equipment to arrive after the switch date.

Whilst I appreciate there can sometimes be a wait, giving our team a call and quoting the order number for the new EE service is definitely going to be the best way forwards here.

That way they can check where exactly you're at with the switch, and advise of any next steps from there.

Peter 

[XRaySpeX]

@Geoff-f : When moving your BB from BT to EE you are not always given an EE router. It is considered that the BT SH2 is good enough for EE BB.

[JimM11]

@Geoff-f follow the request from @Peter_W , you have to do the call or nothing is going to happen apart from the charge taken which you do wish to avoid.....