topic Re: Post & packaging in My Order

Post & packaging

Sarahwatson97 — Mon, 23 Jan 2023 09:43:33 GMT

On Friday 20th the advisor I spoke to on the phone organised a new router to be sent out, and an engineer to visit. This morning the engineer you arranged to check our broadband said agreed that we needed a replacement router and arranged with yourselves for it to be sent.

No one told us that we would be charged £6.99 postage and packing until today when an email arrived. Why are we being charged this?

Re: Post & packaging

mibmit — Mon, 23 Jan 2023 15:07:38 GMT

I have had exactly the same this weekend.

I have had about 5 Hubs, hub one, and now Hub two sent to me --- each incuring a £6.99 postage fee.

I specifically said I would not take this cost, as every time there is intermittent access, they send a new hub - and charge me for it!

I usually see a man in the green box at the end of the road, and the link seems better - and the next day, the new router arives.

How do I get this £6.99 refunded, and my account reviewed to negate the other times this has been charged ?

Re: Post & packaging

csmith94 — Tue, 24 Jan 2023 12:22:10 GMT

Hi @Sarahwatson97

Thanks for getting in touch, hope you're keeping well. I've added a ticket to your account about the charge that's been added.

Please let me know if there's anything else I can help with.

- Curtis, Plusnet Sheffield

Re: Post & packaging

csmith94 — Tue, 24 Jan 2023 12:42:08 GMT

Hi @mibmit

Thanks for reaching out, I hope you're keeping well.

I've gone through your account and added a ticket after looking into the charges you've mentioned.

Please let me know if there's anything else you need!

- Curtis, Plusnet Sheffield

Re: Post & packaging

mibmit — Wed, 25 Jan 2023 14:23:02 GMT

Thanks for getting back to me, and resolving the issue.

Noted, you was where this charge was repeated , often !

Good resolution - Cheers