Lost router return to o2 broadband

robrymond

I've had an email and text today from o2, telling me that I need to return the router and cables within 7 days or face a £50 fee.

My Mum sent the package via the post office which was free post but didn't get any receipt for it. That was at the beginning of August.

I've called them up and they say I'll have to pay the fine as it were, but to phone back in a few days and possibly speak to a manager.

What I cannot read though is that when you return the package, that you need to have it signed or have a proof of postage. There is no mention of this on any returns details or even online.

Any advice in this situation please?

espresso

robrymond wrote: »

Any advice in this situation please?

When you signed up to O2 broadband you accepted their terms and conditions, which state that the equipment belongs to them and it must be returned. The return instructions are printed on the reverse of the despatch note that you recieved in the box when you originally got the router. They do clearly instruct you to obtain 'proof of posting' and knowing that if lost it would cost you £50, you could have paid a few pence for 'signed on receipt'. As you didn't it's your loss!

robrymond

See my Mum had all the notes as I don't live at home and shes told me it mentioned nothing on the despatch notes. Ah well, there goes the Quidco £50 they gave me.

mk-donald

If o2 do make you pay, you can still TRY a claim against the Royal Mail - although it would be limited to 100 x 1st class mail - ie £38.
While a certificate of posting (which is free) would have been good evidence it isn't required - although whether they pay out or not without it is i believe totally at their discretion.
You can get a form at any Post Office and all you have to lose is your time filling in their form and attaching supporting documents.

macman

But why would the PO pay out unless it's send recorded delivery or with a proof of posting?
What other support documents could there be?

custardy

mk-donald wrote: »

If o2 do make you pay, you can still TRY a claim against the Royal Mail - although it would be limited to 100 x 1st class mail - ie £38.
While a certificate of posting (which is free) would have been good evidence it isn't required - although whether they pay out or not without it is i believe totally at their discretion.
You can get a form at any Post Office and all you have to lose is your time filling in their form and attaching supporting documents.

the OP will get a book of stamps at best.

macman

custardy wrote: »

the OP will get a book of stamps at best.

You mean a book of 100 stamps?

custardy

macman wrote: »

You mean a book of 100 stamps?

no a book of 12 stamps.
standard compensation is 100x the value of a 1st class stamp.
not 100 stamps

robrymond

Well as far as I understand a proof of postage doesn't guranetee a return, ideally they should have sent a signed for prepaid enevelope in that case, but they don't. The postage may be free, but my Mum was unaware they do proof of postages at PO's, as she presumed it was just the regular signed for stuff if you wanted to prove something was sent/recieved.

macman

POP is free, or Signed For delivery is 75p extra on top of the postage.
Probably worth it to save £50.

robrymond

Well yes, if I was posting it, but my Mum never knew they did Proof of Postage and was never aware it existed, not sure if it did a few years ago, does anyone know? Course that would still not mean it'll arrive there.