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Asking for return of equipment I don’t have

Tuning in

I have a similar issue. I am cancelling my account and have been asked to return 2 set top boxes but I only have 1. Are you able to help please.


Joining in

Hi. There is one big, desk hub, and a small box connected to plug socket, its usually white.

Forum Team
Forum Team

Thanks for reaching out to us @JohnR7, and a very warm welcome to you!

Sorry to hear of the requests that have been made to you, without you holding these pieces of equipment currently.

Can you please confirm what pieces of equipment are being requested from you?



I have been requested to return an Arris Hub 3, Arris TiVo box 1TB (which I have) and a Samsung TiVo box 500 GB which I do not have and probably relates to a previous account I had.

Thank you for that information. To confirm on your previous account did you return the equipment or recycle it?


I think it was collected and returned.

No problem, thanks for letting us know.

I'll pop over a PM so I can take your details and look into this for you.


Joining in

Hi I have just been asked for the same equipment back. The old box corrupted and I was given a new one- I think the engineer took the old one with him.  

Hi sarfush

Welcome to the Community Forums.

Sorry to hear that - I'll pop you a PM too so I can look into this for you as well. 😊