How to return and recycle your BT Broadband Hub and BT TV box for free

You can help reduce the environmental impact of your BT equipment by sending it back to us. We'll reuse some of the components and recycle the rest.

Due to the Coronavirus and recent Government advice to self-isolate, we understand that our customers won’t be able to leave their homes to return equipment. It’s important to us that you stay safe during these challenging times, so please keep the equipment with you until it’s safe to return it via post or to one of our retail stores. 

You can help reduce the environmental impact of your BT equipment by sending it back to us. We'll reuse some of the components and recycle the rest.

If you’ve still got it, use the original packaging. If not, just wrap it up in something to protect it and send it back using one of the options below.

If you’re a BT TV customer who's told us you’re leaving, we’ll send you a returns bag within a few days. Whichever returns option you choose, use this bag to send back your TV box. It's personal to you and we use it to track your return.

For customers who joined us or changed contract and got new equipment after December 13

If you decide to leave us or you move to a new plan that includes a new BT Hub and/or BT TV box, you’ll need to return the old kit you loaned from us, or you may face charges.

It’s totally free to send back - we’ll send you a jiffy bag with a returns label. Just make sure you send the equipment back within 60-days of your service ending or changing to avoid any charges.

We’ll send you an email, letter or SMS confirming we’ve received it.

If an engineer is installing new BT equipment, they’ll be able to take the old kit away with them.

Equipment to return

BT Broadband Hubs: Hub 4, Smart Hub, Smart Hub 2, and Ultrafast Smart Hub

BT TV boxes:  Non-recordable TV box (Z4), Recordable TV Box (G4), 4K Recordable TV box (G5)

Complete Wi-Fi discs

You can also send back any accessories, such as cables and remote controls.

Charges for non-return of equipment

Charges will apply to every piece of equipment you need to return, so if you have two items, you’ll be charged for each of them.

  • Home Hub, Smart Hub: £43
  • Smart Hub 2: £50
  • Non-recordable TV box (Z4): £60
  • Recordable TV Box (G4): £89
  • 4K Recordable TV box (G5): £115
  • Complete Wi-Fi discs: £35 per disc

For a full list of prices check out the BT Tariff Guide for a full list of pricing.

Moving house

If you are leaving us and moving to a new address and the jiffy bag doesn’t arrive in time, you can print out a pre-paid label and return it using one of the three options below.

How to return your BT Hub and BT TV box

Send it back via the Post Office, drop it off at an EE store or use Parcelforce Worldwide (for BT TV boxes) by following the instructions below.

  1. Click here to print out the pre-paid label >
  2. Cut out the label and stick it to the front of your package
  3. Take it to your nearest Post Office
  4. We'll know you’ve sent the TV box back by scanning the barcode on it

This can be any equipment, not just old hubs or TV boxes. For example, if you've been sent new equipment but you've changed your mind.

  1. You can drop the parcel off at your local EE store
  2. Find your local EE store here >

If you’re returning a TV box, you also have another option available:

  1. Go to https://collections.parcelforce.net/bt >
  2. Fill in your address details and book a collection slot
  3. Choose to either print the ParcelForce label, or ask for the courier to bring it
  4. Have the parcel ready for courier collection
  5. We'll know you’ve sent the TV box back by scanning the barcode on it

 

To reduce your environmental impact even further, sign up for online billing and join the millions of BT customers already saving enough paper to stretch 7,500 miles!

 

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