Hi there Phixion,
I'm really sorry to hear that you've experienced some issues in returning an old set top box, could you let me know what model this is?
There are a few boxes that we no longer request back, so we ask customers to take these along to a local recycling centre.
Should the box you have be one that we would require back, I can look into getting a returns label sent to you.
Looking forward to hearing from you.
Huw