Returned kit broadband

[Steve1956oct]

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Why am I getting repeat requests to return kit. I have already sent it back and had an email saying it’s been received. I am still getting emails I have spoken to customer support and even got them to send an email to me saying they have received the kit but still keep getting emails asking for the kit.

any suggestions 

[JimM11]

@Steve1956oct If you have proof from EE then ignore the e-mails, automated by the system and they should die away eventually. I got them for a good 6 weeks after the thank you for returning our kit from EE, they did go away, but gone since March2025 and Text from 66033 yesterday, looks like we see you have a problem on our Network, text back and arrange an Engineer FREE visit, like that's going to happen!!!!

[XRaySpeX]

Do you have proof of posting? Call CS & quote it.

[Leanne_T]

Hi there @Steve1956oct 

Thanks for coming to the community. 

If you're still receiving emails, I would suggest getting back in touch with our broadband guides and they will get the return updated on your account to stop the emails.

Thanks 🙂

Leanne. 

[Steve1956oct]

Leanne

i have already spoken to the team they tell me they have amended your records but I still keep getting emails saying I have not returned the kit.

don’t know what else to do have even ask them to set an email confirming I have sent it back which they did.

but still get emails help ! 

[Ewan15]

@Steve1956oct I would ask them exactly what it is they are expecting to be returned. I had this and discovered they were after a BT sim dongle that BT had supplied years ago as part of an always on line deal.

@Leanne_T It would be a great help if a list of exactly what equipment EE are expecting the customer to return was provided with the return bag,  as you know at your end.

[Leanne_T · Accepted solution]

Hi there @Steve1956oct @Ewan15 

I'm sorry we have no account access on the community to check what equipment was expected to be returned and the status of the return.

Please try calling us again and the team can get the account looked into and see what is needed to get the emails stopped. If this is not resolved over the phone when you get back in touch and the emails continue, you can open a complaint using the Make a Complaint form and our executive complaints guides will get the return checked over for you and contact you. 

Leanne.

[Steve1956oct]

Hi
I have already spoken to your broadband team and still get the emails Why !
Best Regards

Steve T****
Mobile ***** ******

[Mod edit: Please do not post personal information on the public board. Thanks]

[Michael_D]

I really couldn't say what is happening @Steve1956oct, as we don't have sight of your account.

If you aren't getting a resolution, you can complete the complaints webform on the link that @Leanne_T highlighted above, and our dedicated complaints team can look into it further for you.

Michael