Hub 4 return - no tracking details

[Nat_merc]

Hi,

As part of the black friday offer I upgraded my solo broadband and was sent a hub5 as part of the upgrade.  I managed to install and activate without issue and today I packaged up the old device (hub4) in the box supplied, attached the returrns label and returned at my nearest returns location (premier convenience store) at about 10am this morning.

During the return I asked the shop staff for a receipt, but was told they arent offered anymore and after scanning the package onto their system I was asked to populate my email address - I was told the tracking details would be provided to me via email. 

All seemed sorted, however Ive still not received any email notification or tracking details. Im confident I entered the correct email details so wondered if a delay to the tracking was normal?

Obviously without a receipt or tracking details Im a little concerned what would happen if the package gets lost on route?

As the return label was pre-printed in the box which I attached over the original delivery label, Im hoping there is a reference or tracking number linked to my account that I can use to track?

Thanks for any help offered.

[Carley_S]

Hi @Nat_merc 

Welcome back to the community forums

Sorry to hear that you weren't able to receive a physical copy of the receipt and you have not had this sent to you via email. 

We do not receive the tracking information for returns unfortunately so would not be able provide this. Maybe worth speaking with the shop itself or even collect plus to see if they are able to obtain the information from their side.

If the hub has not been returned to us after a month then we would normally send out reminder emails or texts to send it back to us.  You can let us know if you do receive these types of communications and we can check the account to see if the equipment has been removed yet for you. 

Sorry I wasn't able to resolve this for you today, please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[Nat_merc]

Hi thanks for the update much appreciated. Could you please confirm the return address the package went too?  The shop need to know this to try and check? Thanks 

[Molly_T]

Hi Nat_merc 👋 Thank you for getting back to us!

We appreciate your concern regarding the hub return. Sadly as my colleague mentioned above we do not have access to returns package tracking information. We can check the account to see if the equipment has been marked as returned and any charges removed, and then confirm this with you!

I will just send you a PM to confirm a few account details so we can do this. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Nat_merc]

Hi, just to confirm I've responded to the private message thankyou.

[Molly_T]

Hi All! 👋

Just returning to the public thread to keep things updated. 

Thanks to Nat_merc for PMing with me - we were able to confirm the details needed to offer support. 

Pleased to confirm that the equipment is confirmed as returned and there are no charges. 

Thanks for your patience whilst we looked into things for you! If there are further issues for any reason or if you need more support from us please don't hesitate to get in touch. 

Wishing you all the best! 🌞