topic Unexpected charge for router in My Account/Billing

Unexpected charge for router

Kareneart — Mon, 25 Nov 2024 11:48:55 GMT

I contacted Plusnet regarding problems with a crackly line a zero broadband. I was told that I obviously needed a new router as I had an old version and that I would be sent one out and that Plusnet would call me to see if there was any improvement to the line and broadband. I did not receive a call but what I did receive was an email notifying me that £6.99 had been added to my next bill for the cost of the new router. At no time did the operator inform me that there would be a charge nor did they allow me to make an informed choice . They could not even be sure that there was a problem with my router to advise that I needed a new one. I don't think this is an acceptable way of extracting money from customers.

Re: Unexpected charge for router

RobPN — Mon, 25 Nov 2024 13:03:58 GMT

@Kareneart

The router is free, the £6.99 charge is for postage.

Re: Unexpected charge for router

jab1 — Mon, 25 Nov 2024 13:39:49 GMT

@Kareneart I honestly wish when people report a crackly phone line, those on the support team would realise that the issue in 99.9% of the cases is a fault in the Openreach infrastructure, and nothing to do with your equipment, but I understand they are hamstrung by Openreach's standard response of 'it ain't us, it's always the customers fault' - the new Hub will not solve your problem, but is a great improvement on your current kit from an internet point of view.

You will have to make another support call and ask them to get OR out to resolve it.

Re: Unexpected charge for router

corringham — Tue, 26 Nov 2024 11:10:02 GMT

How could changing a router possibly fix a crackly phone line? I think you need to report a fault in the support staff!

Re: Unexpected charge for router

jab1 — Tue, 26 Nov 2024 11:16:38 GMT

@corringham As I stated above, it doesn't. Unfortunately, as I discovered when I reported the same issue when on FTTC (twice), this is an OpenReach mandated instruction.

In my case, I knew exactly what caused it - dodgy FTTP infrastructure installers messing with cables/already installed kit on the poles, which was confirmed by the OR engineers when they finally deigned to send them out.

Re: Unexpected charge for router

corringham — Tue, 26 Nov 2024 11:24:43 GMT

@jab1 wrote:

..., this is an OpenReach mandated instruction.

Are you sure OpenReach need a router to be replaced before they look at a phone issue? I've never come across anything like that. I've looked after broadband and phone for relatives, and never had a router replaced. I've recently had to report faults for relatives twice (BT), and the most recent outage was fixed with an engineer visit within 2 hours of reporting it.

Re: Unexpected charge for router

jab1 — Tue, 26 Nov 2024 11:36:54 GMT

@corringham I can only go on my experience (and what has been reported on here), but when I reported both those incidents, I queried the need to send a router out for what was clearly an OR infrastructure issue, and was told that ISPs had been instructed to do this.

The individuals I spoke to were not just call-centre operatives reading off a script either, as they both agreed it was a pointless exercise, but said that unless they could prove the spare router had been sent, OR would not accept the report.

Re: Unexpected charge for router

corringham — Tue, 26 Nov 2024 11:42:28 GMT

Oh well, that's just another thing that makes me glad I'm not a Plusnet customer any more!

Re: Unexpected charge for router

jab1 — Tue, 26 Nov 2024 11:44:27 GMT

Neither am I, @corringham .