topic Re: Request to return router in My Account/Billing

Request to return router

Dragon_14 — Fri, 03 Jul 2026 20:19:39 GMT

Having reluctantly left PN as they are no longer offering landlines, I was told by PN at the point of change-over to EE to recycle my router. Now, five days later, I am receiving messages asking for it back!

If anyone from PN head office reads this, I'm afraid it's too late! And, please, stop asking me to return it!

Re: Request to return router

Marksfish — Fri, 03 Jul 2026 20:26:04 GMT

Hmmm, if you signed up after a certain date, part of the t&c;s are the router belongs to PN and they can levy a £50 charge for failure to return. There was another thread about it today too.

Edit to ad: https://www.plus.net/help/broadband/returns/ after 1st Feb 2024.

Mark

Re: Request to return router

AyToZed — Fri, 03 Jul 2026 21:33:40 GMT

@Marksfish

Is there a method for returning the router without (a) having to own a printer or (b) having to own a smartphone.

(I have read the Post Office link, but that seems to suggest that either you generate your own label or go into one of their outlets and show a QR code to them to generate the label.)

Re: Request to return router

mike600 — Fri, 03 Jul 2026 21:46:41 GMT

If the worst comes to the worst, you could always buy one on Ebay for a couple of pounds and send them that.

That will save you approximately £45-£48

Re: Request to return router

Marksfish — Sat, 04 Jul 2026 08:42:11 GMT

@AyToZed wrote:

@Marksfish

Is there a method for returning the router without (a) having to own a printer or (b) having to own a smartphone.

(I have read the Post Office link, but that seems to suggest that either you generate your own label or go into one of their outlets and show a QR code to them to generate the label.)

I have had items collected by other businesses before where the postie arrives with a printed label to stick on the parcel. Not sure if this is the case with the PN offering though.

Mark

Re: Request to return router

RadioFox — Sat, 04 Jul 2026 12:32:24 GMT

@Dragon_14 Was you told to recycle your router yourself via a phone call?

I'm in the process of being transferred. Having read this help page about the transfer, it tells you to return the old router & gives instructions.

Move to EE

If you were told by email/letter to recycle it yourself, then you can prove that you have done what they asked.

Re: Request to return router

Dragon_14 — Sat, 04 Jul 2026 13:06:22 GMT

Here's the quote from the email:

If you return your router to us, we'll take any working parts from it and see if they can be reused. We'll dispose of the rest of it in an environmentally friendly way. Alternatively, you can use a local recycling centre.

Re: Request to return router

njay — Sat, 04 Jul 2026 15:26:53 GMT

@Dragon_14

As its in an email, suggest phoning customer support.

I would go and look at closed tickets on your account as chances are one of them will be a copy of that email so if you quote the ticket number the agent should be able to see it

Re: Request to return router

MisterW — Sat, 04 Jul 2026 15:33:42 GMT

@Dragon_14 when exactly did you get the router ?

If it was before 1 Feb 2024 then there's no obligation to return it.

I suspect the messages you are receiving are standard ones and dont take into account older routers

Re: Request to return router

Dragon_14 — Sat, 04 Jul 2026 19:05:58 GMT

Dear All,

Thank you very much for all your comments.

I think we will bring this to a close now. I've certainly had the router since before 2024, and the email quite clearly states that I can recycle it at my local centre. So that's probably the end of the matter.

Cheers!