PlusNet Complain they Haven't Received My Router

NorfolkGreg — Tue, 06 Jan 2026 10:40:04 GMT

Following a fault PlusNet sent me a new router and asked me to return the old one. This I did on 17 December (Proof of Posting attached)

Today PlusNet both texts and emails me asking me to return it and, in the email, saying "ignore this message if you have already sent it".

Previous messages have warned me that I might be charged for not returning the router that is, in effect, merely lent to me while I have an account with them,

Both email and text are from "no Reply" addresses/numbers and the only phone number mentioned in the email does not offer any suitable options for discussion of this - other than starting a complaint. I must confess I am inclined to raise this inability to respond as a complaint as I recall the earlier messages about returns asked me to retain the proof of posting. To what point if they tell me to ignore their subsequent messages?

Rant over!

Moderator's note:
Attachment showing personal information removed from a public forum (to an area that staff can see).

Re: PlusNet Complain they Haven't Received My Router

ColinDC — Tue, 06 Jan 2026 11:40:23 GMT

Hi, @NorfolkGreg .

I don't know about you but I quite often get emails from companies/organisations reminding me to do something but saying, in effect, please ignore this if you've already done whatever it is.

Given that you have proof of returning the old router and presumably did so to the right address (I imagine Plusnet provided a label), and the return may well have got caught up in the Christmas mail period, I suggest you just ignore the reminders (as indeed Plusnet have advised you to do).

I moved to Plusnet from BT in November and received a thank you for returning my old router email from BT in due course. (A week later I also received a thank you from EE, which was slightly puzzling as I'd never had an EE router or, indeed, a broadband account with them!) I expect you'll get a thank you email from Plusnet before too long. In the meantime, it doesn't seem worth wasting your time on a phone call, even if you were confident you had the right number.

In the unlikely event that Plusnet try to charge you for non-return, then you will certainly have something to complain about.

Colin

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PlusNet Complain they Haven't Received My Router

Re: PlusNet Complain they Haven't Received My Router