returned equipment

[momatt]

i changed from BT to EE in January for TV services I returned my old box at the end of January and have received an email and text from EE confirming this, despite this i have had numerous emails and texts requesting me to return it and that i will be charged if i don't do it by 16th March!!! I have tried to contact EE by phone to speak to someone about this but the phoneline is not in use. Please help!!

[Midnight_Voice]

@momatt 

Reply to any relevant email or text with your proof of posting details. If boxes go astray after this point, this absolves you from any blame.

AAMOI, though, shouldn’t you have returned the box to BT, not EE? That may have something to do with this.

[momatt]

the box was delivered in the envelope provided and i have already got confirmation that it has been received just fed up getting emails asking for it to be returned. as you say BT/EE are the same now

[Midnight_Voice]

@momatt 

They say they are the same. I don’t 😛

[Rach_H]

Hi @momatt,

Welcome to the Community!

If you're receiving these messages you will need to speak with our team. What is happening when you try to call.

Rach

[momatt]

i cannot get through on the telephone number listed on your website/app it  doesn't ring  a message says the number is not recognized

[DarrenW-Tech · Accepted solution]

Hey @momatt 

I'm sorry you've had this experience, especially after sending the equipment back.

Thanks for sending it back to us, I've marked the equipment as returned to EE so you won't get any more texts/emails chasing you.

[Tina215]

Hey Darren I hope you are well. I am suffering a similar situation. Went with EE for TV and Broadband, 3 engineers and 3 days off work later the signal was just not there. Ended up having to cancel and EE were great, actually said to the guys on the phone when cancelling that when fibre is up ill be back, as I couldn't fault the customer service in the slightest, it was an issue which was out of EE's hands.  Sent the equipment back way before I was even disconnected, took such good care of it, I even packaged it back up in its original cardboard boxes. Since then I have been bombarded with texts about how I havent returned the equipment and I am going to be fined around £200+ for both the internet equipment and TV box put together. I am not sure where to go from here. I have read posts about different postal addresses on different returns bags, I am not unsure if I have kept the proof of postage at all and totally lost. I have been a customer since 2009 and cant afford to pay this money for something I sent back in good faith. Are the goods scanned back in per customer? Is there a backlog? is there any way from EE side to show that they have recieved it? Thank you so much in advance for your time