topic Post & packaging in My Account/Billing

Post & packaging

Mark33 — Wed, 28 Jun 2023 17:23:00 GMT

My old router became faulty. This was confirmed by the BT engineer that you sent out to do checks.
I was sent a new router and I have been charged post & packaging... Surely this isn't for me to pay when your router become faulty.

Re: Post & packaging

Mav — Wed, 28 Jun 2023 17:34:04 GMT

Moderator's note(s):

Thread moved from Broadband to My Account/Billing.

Re: Post & packaging

Mav — Wed, 28 Jun 2023 17:36:25 GMT

As far as I'm aware if the router became faulty within the first 12 months then you shouldn't have been charged p&p.

Older than that then the p&p can be waived by taking out a new contract.

Hopefully a member of staff will confirm this.

Re: Post & packaging

willcutforth — Fri, 30 Jun 2023 11:19:33 GMT

@Mark33 If it's outside 12 months since receiving it, the warranty will be outdated so the P&P will stand if we send out a new router. Did the agent tell you this over the phone?

@Mav it's rare they waive it these days if I'm being honest.

Re: Post & packaging

Mark33 — Fri, 30 Jun 2023 15:03:47 GMT

Hi, thanks for your reply.
No. The agent I spoke to didn't mention this at all...
I still don't think it's fare I should pay when it was your router that was faulty. I didn't ask for a new router to be sent. The agent I spoke with said "it's probably your router, I'll post out a new one".

Re: Post & packaging

ClaudiaG23 — Sun, 02 Jul 2023 14:36:25 GMT

Hi @Mark33 I've dropped you a private message about the charge of the postage and packaging of the router.

Re: Post & packaging

Abcmsaj — Mon, 03 Jul 2023 11:11:52 GMT

Sorry to hijack this thread, @ClaudiaG23 - any chance you can DM me about P&P on a router too? I transferred my existing broadband contract over to a new FTTP one, got sent out a Hub Two - at no point did anybody tell me I'd be paying P&P for it... today, I got an email saying I would be charged on my next bill but I don't think that processes have been followed correctly as I should have either gotten free P&P for taking a new contract, or been told that I would be charged, surely?

Thanks

Re: Post & packaging

RealAleMadrid — Mon, 03 Jul 2023 11:25:44 GMT

@Abcmsaj I think you are wrong about getting a free router, as far as I know and I've been on this forum for many years there has always been a P&P charge for any supplied hardware (i.e. A modem/router)

I would also say if a router has failed under warranty (1 year I believe) it should be replaced with no charge.

Re: Post & packaging

Abcmsaj — Mon, 03 Jul 2023 11:55:17 GMT

In any case, I would have rejected it if I'd have known that I'd be paying £7 for postage as I have my own router that works fine. Fact is, nobody's told me that I will be charged £6.99 for postage, sent it out to me, and then they've added it onto my bill days after the fact. All they needed to do was say "by the way, you'll be charged postage on this", which is why I think it's incorrect to charge me for it