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New Contributor Reneezle
New Contributor

Equipment return

My mother cancelled her service almost 2 months ago. She is an elderly woman so I helped her do so. When we cancelled no one told her equipment had to be returned and as we moved and could no longer use it.. The equipment was thrown out. She recieved a letter today stating it had to be returned otherwise she will be charged a substantial fee. How can this be right.. When she was never informed.. And almost 2 months after the fact!!?? 

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Online Community Manager
Online Community Manager

Re: Equipment return

@Reneezle, I'm happy to see if there's anything we can do.

 

Were you listed as an authorised person on the account? We use 4-digit PIN numbers to identify non-account holders. 

 

You're welcome to send us a private message.

 

The fee is outlined in our Fetch TV service description

 

https://www.optus.com.au/content/dam/optus/documents/about-us/legal/MeTVServDesc.doc

 

 

1. You must return the STB currently in your possession. If you do not return the Optus owned equipment within 30 days of receiving the new STB, we will charge you a fee as specified in the standard pricing table.

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Respected Contributor
Respected Contributor

Re: Equipment return

I can only assume you're referring to a Fetch box? 

 

Unfortunately it's not made very clear to most customers when they sign up that they are only "renting" the device from Optus so if you're not told to return it when you cancel this can happen. 

 

I'd give Optus a call and have a chat with them, hopefully you can come to some sort of agreement (fingers crossed they just say not to worry about it). 

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I do not represent Optus. The views, opinions and advice expressed in my posts are my own
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