topic Re: Router Return - Timescale in My Account/Billing

Router Return - Timescale

davidb1901 — Wed, 08 Jul 2026 06:41:29 GMT

Hi, how long does it take for a returned router to be acknowledged by plusnet and appear in my account as being returned.

Tracking shows it being delivered. (I am using my own router) but shows its still in use (although it was never used)

Any timeframe from anyone how has returned one.

Re: Router Return - Timescale

Baldrick1 — Wed, 08 Jul 2026 06:45:14 GMT

Moderator's note:
Thread moved from Home Phone to My Account/Billing

Re: Router Return - Timescale

jab1 — Wed, 08 Jul 2026 07:08:49 GMT

Where is it being shown as 'still in use' @davidb1901 ? AFAIK, the return is not acknowledged, but if the RM tracking shows it as returned to the warehouse, then it is returned.

Re: Router Return - Timescale

davidb1901 — Wed, 08 Jul 2026 07:28:21 GMT

https://www.plus.net/member-centre/account

Re: Router Return - Timescale

jab1 — Wed, 08 Jul 2026 07:33:44 GMT

That is something I wasn't aware of, having never returned a router, but I would seriously suspect this to be a systems failure, as the Hub is obviously not in use, having been returned to the warehouse.

Re: Router Return - Timescale

davidb1901 — Wed, 08 Jul 2026 08:03:43 GMT

Hi, Its never been in use and never taken out its box, so never "active". I'll raise it with customer services in a couple of days.

Re: Router Return - Timescale

jab1 — Wed, 08 Jul 2026 08:05:04 GMT

Personally, I wouldn't bother - it is of no consequence.

Re: Router Return - Timescale

davidb1901 — Wed, 08 Jul 2026 08:07:25 GMT

It would be at the end of contract, as I'd be liable for the cost of its not being returned. It would be a case of "computer says" versus a Royal Mail tracking number. I would rather have this dealt with now.

Re: Router Return - Timescale

jab1 — Wed, 08 Jul 2026 08:10:29 GMT

If the RM tracking says it has been returned to the w/house, then you obviously don't have it.To be on the safe side, though, you could always take a screenshot of the tracking details.

Re: Router Return - Timescale

GlitterChick — Thu, 09 Jul 2026 18:45:40 GMT

If it helps, we are switching ISPs. Fully expected to have to send Plusnet’s router back. But no, the email says this…

–

If you need to return your kit

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. Our information page has more information on how to safely dispose of your old router.
—

Taking that as we don’t need to. Although as it’s a Hub One it’s of zero use to them anyway.

Re: Router Return - Timescale

RobPN — Fri, 10 Jul 2026 10:31:35 GMT

@GlitterChick wrote:

If you need to return your kit

If you return your router to us, we'll take any working parts from it and see if they can be reused..

That'll probably be limited to the door-stop module.

Re: Router Return - Timescale

davidb1901 — Fri, 10 Jul 2026 10:39:22 GMT

Joined us after 1 Feb 2024?
Don’t forget, our routers are provided on a loan basis, so it’s really important they’re returned to us when no longer needed.Just a gentle reminder, if you don’t return our router, you’ll be charged a £50 fee.

Re: Router Return - Timescale

GlitterChick — Fri, 10 Jul 2026 10:45:13 GMT

We joined well over a decade ago, though did re-contract every time. I’m curious now when exactly we did join, I’ll have to look.

Re: Router Return - Timescale

jab1 — Fri, 10 Jul 2026 10:49:13 GMT

@davidb1901 So, you joined after that date? If so, I think the 'loan' status of the router is advised in your notifications. but as you obviously have returned it...

Re: Router Return - Timescale

jab1 — Fri, 10 Jul 2026 10:50:39 GMT

Your Hub, being an H1, will not be subject to any charges, @GlitterChick

Re: Router Return - Timescale

davidb1901 — Sat, 11 Jul 2026 06:59:19 GMT

As I joined about a week ago it will be subject to charges.

Returned routers are found here

https://www.plus.net/member-centre/account

You can easily check the routers you've previously sent back to us.

See

https://www.plus.net/member-centre/router-return

Where it states

Why it’s important you return our router
Returning our router helps us to reuse any parts or dispose it in the most environmentally friendly way.We can also help you return it to us for free.

Where my router is still showing

Your devices and return status

Router in use

Current active router:
Plusnet Hub Two FTTP

Hence the post.

I have asked Plusnet to fix this.

Re: Router Return - Timescale

jab1 — Sat, 11 Jul 2026 07:01:14 GMT

Re: Router Return - Timescale

davidb1901 — Sat, 11 Jul 2026 10:51:22 GMT

Just had a chat with plusnet. Basically the router needs to appear against the account details, however, they will email me confirmation that it has been returned.