BT Equipment Charges

tangleteeth

My BT broadband contract is up for renewal soon and I want to change to Plusnet. The BT service I contracted for was "Broadband: Superfast Fibre Halo 1 Complete Wi-Fi"

The BT contract commenced in November 2019, before BT decided they would start charging for unreturned equipment from December 2019.

The email I got from BT at the start said:

"Outstanding equipment charges
If you keep BT broadband or BT TV for at least 12 months, you won't need to pay for the equipment we've sent you"

So I phoned BT to make sure there wouldn't be any gotchas when I move to Plusnet and they said I would have to pay £120 for the hub and complete wifi discs.

When I mentioned the above equipment wording in the initial email they climbed down and said I could have Fibre 2, which is the same service without Halo benefits and complete wifi, but I would have to return the discs or pay £60.

Where do I stand on this - I feel I'm being scammed by BT.

southsidergs

The discs have always been on loan & not yours so the second piece of advice is correct, no scam there at all just mis-information at first

JJ_Egan

Some equipment used to be free after twelve months .Is my experience with BT over the last ten years .

[Deleted User]

You can return the disks to BT to avoid any charges so you aren't being scammed.

I'd always recommend that people buy their own wifi network equipment anyway so that you are not tied to any particular ISP and can move all you want without paying to rent equipment that you will never own.

[Deleted User]

southsidergs said:

The discs have always been on loan & not yours so the second piece of advice is correct, no scam there at all just mis-information at first

Do you need the discs for coverage?
If so, you'll need to buy your own or take a retention package from BT.

You can keep the Hub (it will usually work with Plusnet) if you got it before the rules changed (you might have to highlight that to them) but the discs have always been on loan (Complete Wi-Fi payment) and if you end that service then they can insist on their return or a fee.