Returning equipment

[JFM100]

Having recently gone over to EE broadband (which was not my intention) I have been bombarded with emails telling me to return  equipment.  Over the last couple of months having explained to EE that I was a technophobe and had no clue how to set up any of the new equipment I have had visits from a couple of EE broadband engineers who had been sent by  EE to get my broadband connected.  The last engineer to visit informed me that I was still using a BT Hub 5 and he phoned EE to ask them to send me an updated hub.  They agreed to this and also stated that an engineer would attend my property on 1st November 2024 to connect the equipment.  No engineer turned up, I spent all day sitting indoors waiting for him.  Not even a phone call!    

It is impossible to speak to anyone at EE, the phone is either engaged, just keeps ringing or cuts you off.   I am feeling so stressed by the number of emails asking for the equipment.  If I can work out what it is they want back am I supposed to send back the BT Hub 5 in the same envelope as well?  Hopefully, my daughter will be visiting in a few days and she might have a go at connecting the new equipment.  

Any help would be appreciated.  Thanks.

[JimM11 · Accepted solution]

@JFM100 Number 1, has the new EE or BT router arrived that the engineer requested to be sent to you. It is NOT your responsibility to get it all working, and as there was a no show from EE on the 1st Nov, a call to get replacement visit is/will be required, best advice, call slightly after 8am any day and you will be connected fairly quickly, if EE know off your mobile assuming you have one and registered to your EE account, then text GUIDE to 66033 and you will get a call back to your mobile number from either EE or BT guides.

Finally ANY old BT equipment that you have which is the old BT hub, put it in the bag, take to the post office, keep the proof of postage return that you need to get from the Post Office and you will be done with that. 60 day's from the changeover is the required period for the returned items so you know.

[Tess3960]

I have Returned Equipment on 31-12-2024 with Post Office proof but still getting request to return the equipment

[Leanne_T]

Morning @Tess3960 

Thanks for coming to the community. 

If you get in touch with our broadband guides they can get the return looked into and help you get this sorted 🙂 

Please let me know how you get on. 

Leanne. 

[Rolandrat2]

What if you haven't had a bag, there is no where on here to be able to ask for one to be sent to you.

Keep getting emails to return the old items, but i cant as not received an envelope now over a month ago.

[XRaySpeX]

@Rolandrat2 : If you have not received a return bag you may call 0330 123 1105 for 1.