Update to this whole sorry saga. A manager eventually arranged a returns bag - an A4 envelope arrived so I cut off label, parceled up the router and fixed the label. Router taken 6 miles to the post office and returned. Received by EE 28/09 (Royal Mail notified me and not EE) but, because this is an Out of Order Process, the return has to be logged in manually. This team are at present still dealing with returns from a few weeks back, so my returned router will not be logged for possibly 14 days. I am told my case manager and the manager will then contact me.
In my view it is not the agents or the managers but the Channel Returns systems which need looking at. They decide not to mail out returns labels without checking up properly what has happened. Where there have been obvious mistakes, perhaps there should be a fast-track system for logging in returns so that bills, contracts and accounts can be sorted out? Then maybe this can be finally put to bed. Not good, EE, not good at all.
