Returning equipment

[Abbiemay92]

I am ending my home mobile broadband early due to never having a signal. I’ve spoken to someone from ee and they said they would be send out a return bag for an equipment and I haven’t received one yet. It’s nearly been 2 weeks. 

[Peter_W]

Good afternoon @Abbiemay92 😊

Welcome to the EE Community!

Whilst we don't have access to your account via the Community to check this at our end, I definitely want to make sure we help point you in the right direction.

Were you returning this within the first 14 days of your contract, or has a member of our team organised to cancel this in-life?

Peter

[Abbiemay92]

One of your team was organising to cancel this in life. 

[XRaySpeX]

Are you having to pay cancellation fees or is EE forgoing those but requires the kit returned?

[Abbiemay92]

EE are forgetting the cancellation fee as we never have a good signal and want use to return the kit. They said they would send out a return box last week but still haven’t heard a thing. 

[Peter_W · Accepted solution]

Thanks @Abbiemay92, if that's the case it will have been an out of process return that's raised on your account. 

If you get back in contact with our customer care team, they'll be able to check up on the return request, and help get this chased if needs be.

Peter

[Abbiemay92]

I’ve called customer care so many times and they have requested a return bag but still nothing has arrived and still they still take money. EE knows we have cancelled the broadband a month ago. 

I don’t know what to do. 

[Michael_D]

I can understand you'll have spoken to them a few times @Abbiemay92 but they would be the best people to speak to again so they can check your account and chase the return bag for you.

Michael