Returning kit

[Rossd117]

Hi there I've just received a bill of 85 pounds today saying ee haven't received their broadband kit when I sent it away months ago i even recieved a 85 pound cheque few months ago so I assumed it was fine and well clearly that's not the case I didn't even think to send proof at the time that I have sent it back question is am I screwed that I need to pay the 85 back even though I have sent it ?

[Rach_H]

I understand that you have sent this, and that you have submitted your proof of postage @Robfo1 but if we have not received this then you would need to query this with Royal Mail, as it seems they still have this in their possession. If you have insurance then they would be able to cover the cost of what we charge for the non return.

Rach

[Richardr66]

Rather than claim on insurance, which even if covered will no doubt have an excess and not pay out the full amount, I believe you can get compensation from the Post Office for the value of the item up to £100 for lost tracked items.

In some ways it is an oddity in that it is EE that have both paid for the postage and suffered the loss, albeit now trying to charge RossD117 fo their loss rather than reclaim it.

Having said that, RossD117, it is probably easier for you to make the claim, as it is usually the person posting the item who has to do so.

[Robfo1]

Richard 66. 
I am still waiting for a reply from Royal Mail and have an investigation number. The problem that I and RossD117 will have is that Royal Mail request details of postage to include charges ect. We have no way of knowing this information. As I stated earlier the dispute must be between EE and Royal Mail. As EE made the request to post and supplied all packaging, labels, ect, we are only acting as agents on their behalf. There can be no justification for EE to charge clients for something completely outwith the clents control.

[juliel1]

HI

I was transferred to EE when my BT contract was renewed. I have received multiple messages asking me to return my kit.  I didn't receive any new kit I have carried on using my old BT router and can't return this otherwise I wouldn't have a router at all! I have been told that when I was switched over to VOIP that your records show I was sent a new router, I was not.  Now I am getting multiple messages telling me I will be charged if I don't return the kit.  I have spoken to several people who tell me they will sort it and then a few weeks later I get another message.  Today I received another message, called you and was told that you couldn't do anything about it and to just ignore the messages.  My worry is that you will charge me for YOUR error, and as I pay by direct debit I will not be able to stop the payment and, judging by the current level of help, will have a hard time getting it back!  Not impressed with EE at all and will probably move when my next renewal comes up

[Peter_W]

Hey there @juliel1.

Welcome to the Community 😊

Is it direct from BT that you're receiving these texts? 

If you haven't already, I'd recommend getting in touch with them so you can highlight the messages and the fact that you're continuing to use the equipment with your EE connection.

They'll be able to double check any potential charges here too, and guide you on the best way forwards from there. 

Peter

[juliel1]

Hi Peter

No, these texts are coming from EE.  I've spoken to 3 different people, the 2nd person said he would mark it as having been returned, but the person I spoke to today said the system wouldn't let him do that and to just ignore the reminders.  The 1st person I spoke to seemed to think that I had been sent a new router when BT switched over to VOIP for my landline but I just plugged it into my old router and wasn't offered a new router or sent one.  I used to just call 150 to speak to BT but now my accounts have been transferred to EE I just get put through to you when I call that.

[JimM11]

@juliel1 The system does appear to be well flawed with the auto prompts to customer returns, and yes i also had the just ignore the request's although it was an EE leave to EE Returns where eventually the system caught of and the return was marked as cleared on the EE side, and although with the BT to EE move, keeping all the old, EE thinking you got new, and requesting the old to be returned would look at your or any e-mail's you got with this is what we will do from EE etc, you have an uphill battle with them and you are correct to pester the life out off them but it will get you nowhere and the response will be just ignore the messages, there is NOTHING we can do at our end, trust me that is 100% true as they cannot!

Below is the response from EE Months after and numerous e-mails/text's etc from EE as it was just them and me and i did the same,

We've got your return

Billing Account Number: ******7239 Postcode: *****7HT

Hi James, Thanks for returning your: Smart Hub Plus, it's back with us. Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.

Thanks, The EE Team

[juliel1]

Thanks for your input!

Yes it is very annoying as I didn't ask to join EE but was just moved over by BT, and as EE have already started to try and blame BT for the problem(see Peter W's response) I agree that it will probably not be resolved any time soon!