Return of BT Broadband Equipment

[Jim0811]

I recently moved broadband from BT to EE and returned my equipment in the pre-paid package provided.

I have been tracking the package on the Royal Mail site and it has been at their hub since 2 December and has been showing as being "processed for delivery" ever since.

I have asked Royal Mail for an update but their response is basically to make a claim - they were really no help at all.

I've been trying to ring EE on 03301231105 but the helpline doesn't have a specific option for this type of query and I got fed up waiting for the call to be picked up when I went through the various broadband "options" available.

Anyone else had issues with equipment returns being stuck with Royal Mail and, if so, how was this resolved?

[Peter_W]

Hey @Jim0811!
Welcome to the EE Community!

When you returned this through Royal Mail, did you get proof of postage alongside your tracking details?

Provided you have this, if you contact BT Customer Care, they'll be able to speak with you about the return and help ensure we've looked at all options possible.

The details above are for the billing team, but if they're unable to support you directly they should be able to pass you to someone that can.

Peter

[Jim0811 · Accepted solution]

Thanks Peter,

I persevered with the EE helpline and finally got through to a very helpful gentleman. After checking my account, he was able to confirm that the router etc had in fact been received on 6 December! It looks as if it was just Royal Mail’s site and their customer service team who didn’t know what was happening!

Anyway, problem solved 👍