topic Charged for Router Postage £6.99 in My Account/Billing

Charged for Router Postage £6.99

Eccy — Wed, 07 Dec 2022 15:49:57 GMT

I recently rang up with connection issues and was told the easiest solution would be to send me a new router. Note: Plusnet engineers suggested the solution was a new router - I did not request a new router. Plusnet have now sent me an email saying the cost of postage will be £6.99 taken off my next bill. I cannot understand why I have been charged. Surely if Broadband is failing and Plusnet send out a new router, that should be free? After all, I pay for fully functioning Wifi. That failed. Hence Plusnet are sending me a new router. Furthermore, if a charge does need to be paid, why wasn't I informed of this when I was told I needed a new router? I don't feel, under the circumstances that I should be charged at all. So will Plusnet take the charge off please?

Re: Charged for Router Postage £6.99

dvorak — Wed, 07 Dec 2022 15:57:59 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Charged for Router Postage £6.99

willcutforth — Sun, 11 Dec 2022 09:42:27 GMT

Hey there @Eccy and welcome to the forum.

It's taken us ages to get to the post so I am sorry about that.

So sorry about the issues with the charge not being advised, I have created a ticket on the account about this on https://www.plus.net/wizard/?p=view_question&id=229815930 . Let me know if you have any questions.

Re: Charged for Router Postage £6.99

thebeaze — Wed, 14 Dec 2022 09:53:53 GMT

Same here.... I upgraded to Fibre74 but you didn`t send the new router until after I moved, so then it went to my old address! the postage charge was never mentioned when I upgraded either! May I have a refnd please? Your bills rarely make sense too!! Comms with Plusnet needs improving too; I can only post on a public forum as the live chat now seems to be a bot and a phone call recently kept me on hold for over an hour!

Re: Charged for Router Postage £6.99

SammyM — Fri, 16 Dec 2022 16:46:49 GMT

Thanks for getting in touch @thebreaze, I'm really sorry for the confusion this has caused.

It's a hassle when you receive an unexpected charge on your bill and you have to contacted us to get that sorted.

I have sorted this for you here, please get back in touch if you need any further help.