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Returning router outside the 14 day period

SangeC
Investigator
Investigator

‎12-04-2023 12:30 PM

Hi, we were having connection issues at home and were told by BT that we should get a replacement router, so we had one delivered from EE. (I have a mobile contract with them). It's turned out that we didn't need a new router at all, Openreach did some work on the line in the village and has fixed the problem. The EE router hasn;'t been taken out of the box, but it's outside the 14 dy period, so when I called to ask if it might still be possible to return it as a goodwill thing, I was told to get in touch with channel returns, which I've been unable to do. Can anyone please help or advise? I know I'm in contract, but as the router is still in the box and unused, I'd hoped I may be able to cancel the contract. 

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XRaySpeX
Grand Master
Grand Master

‎12-04-2023 12:52 PM - edited ‎12-04-2023 12:53 PM

How does BT come into this? Your BB contract is with EE presumably?

Is this a fixed line router or a mobile router? Seeing OR was involved I assume this is a fixed BB router. In which case there is no contract for the router itself but for the BB as a whole. The router is just a bit of kit to enable the BB. You should return the router to EE in the return envelope found in its box.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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