Welcome to the Community Forum, many apologies for our delayed response.
I would like to confirm that we have actually paused all equipment returns charges for the time being As the Government's advice is to stay home, we don't want to ask our customers to go out of their way to return the equipment to us. The text you will have received will just be automated so please do not worry about this, however I am really sorry for the confusion or worry caused.
You find can out more about our response to Covid-19 here
Please let us know if we can help you with anything else.
I actually got a message this morning that a courier would come and take my router.
I've handed it over to the courier and I've got a email confirmation that it has been received but when I go to the account I still see that my account is being charged and the payment is due by February 04.
That's good news - I'm going to pop you over a PM now so I can just check things over and ensure you're not charged. It's best just to make sure as I appreciate the bill payment is due on the 4th February.
Please find a message from me over at the purple envelope.