£65 Charge if my 3rd party router is faulty?
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- Re: £65 Charge if my 3rd party router is faulty?
Re: £65 Charge if my 3rd party router is faulty?
10-07-2021 11:06 AM
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Forgot to ask..
I have no free call minutes in my plan.
Is 17070 free on Plusnet?
Re: £65 Charge if my 3rd party router is faulty?
10-07-2021 11:17 AM
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Free on any landline phone.
Re: £65 Charge if my 3rd party router is faulty?
10-07-2021 12:45 PM
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Being a pedant ... it is a not charged diagnostic service on BT (non-LLU) lines.
IIRC this service is not available on Sky and TT lines.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: £65 Charge if my 3rd party router is faulty?
10-07-2021 12:47 PM
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I nearly amended my post to clarify this, but as @cancunia is obviously on a BT line, I thought it better not to confuse things. 😉
Re: £65 Charge if my 3rd party router is faulty?
13-07-2021 11:37 AM
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I ran the quiet line test and no pops or crackles, just a background hiss. I had the router plugged in at the time so maybe some of the hiss was due to that. Yesterday my line speed started to drop and this morning it got worse so I called PN support again. This time I used the test socket, PN filter & a PN router. The tests are still not conclusive, but the speed test with PN router is slower than the BT HGV router with the same line speed, no surprise there.
PN tests are ongoing & I'm waiting to hear back if they want to send an engineer out. One piece of interesting news is that as of today PN are no longer charging for engineer visits! I'm not sure if this covers all eventualities but so AFAIK it will cover 'no fault found'.
Re: £65 Charge if my 3rd party router is faulty?
13-07-2021 12:24 PM - edited 13-07-2021 12:29 PM
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thanks a lot for reaching out again @cancunia
sorry to hear that you're still experiencing drop outs on the line. I've run a line check which has shown that the SNRM has been reduced again, despite us amending it previously.
I've made some changes to the Broadband profile which will ensure that the SNRM is only reduced if there are 0 errors on the line. This will take one working day to go through. Please monitor your connection and feel free to reach out on here if you continue to experience problems throughout the week.
Re: £65 Charge if my 3rd party router is faulty?
13-07-2021 12:34 PM - edited 13-07-2021 12:46 PM
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Re: £65 Charge if my 3rd party router is faulty?
13-07-2021 2:18 PM
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Do you have a source for that please!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: £65 Charge if my 3rd party router is faulty?
14-07-2021 7:59 AM
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@cancunia, I can see the target SNRM is set at 6dB:
"WBC 160K - 24M Medium delay (INP 1) 6dB Downstream, UC Medium delay (INP 2) 6dB Upstream (ADSL2+)"
@Townman, I believe you've since seen my post in the private superuser area about no longer charging an engineer call out fee for faults. This would still apply for new signups though as part of an order. Still, good news.
Re: £65 Charge if my 3rd party router is faulty?
14-07-2021 8:05 AM
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The news is so darned good that I was suspicious about the claim. I did a search for a supporting reference, but I could not find one.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: £65 Charge if my 3rd party router is faulty?
16-07-2021 3:46 AM
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Two things here
1. This is exactly why I ask for a new router every time I sign up to a new contract, even if I'm not moving provider, and I'd suggest you do too. It's a horrible waste, but it's the only way to avoid nonsensical back-and-forth in this kind of situation
2. Under the Consumer Rights Act 2015, products must be fit for purpose, even if outside the manufacturer's warranty. If your router came as part of an 18 or 24 month contract, clearly any reasonable person is going to expect it to last for the duration of that contract, so Plusnet don't really have a leg to stand on if you're still within your initial contract. Take that one to Small Claims Court and you're gonna win every single time, even if outside the warranty - fortunately, we're not America where company's get to sign away their obligations with a contract
Re: £65 Charge if my 3rd party router is faulty?
16-07-2021 8:54 AM
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@audigex wrote:
2. Under the Consumer Rights Act 2015, products must be fit for purpose, even if outside the manufacturer's warranty. If your router came as part of an 18 or 24 month contract, clearly any reasonable person is going to expect it to last for the duration of that contract, so Plusnet don't really have a leg to stand on if you're still within your initial contract. Take that one to Small Claims Court and you're gonna win every single time, even if outside the warranty - fortunately, we're not America where company's get to sign away their obligations with a contract
I'll assume you're a lawyer because you didn't say you weren't.
I'm not sure you're correct that an ISP supplying a FoC router which is usually optional would be under any obligation to replace it if it became faulty outside the manufacturers guarantee period. Some people, myself included, don't even bother with such devices.
Re: £65 Charge if my 3rd party router is faulty?
16-07-2021 9:06 AM
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To confirm, if we supply a router as part of a contract then it'll be covered for the length of the contract.
That means if the router develops a fault within the contract we supplied it in, we'll replace it free of charge.
I hope this helps.
Re: £65 Charge if my 3rd party router is faulty?
16-07-2021 2:03 PM - edited 16-07-2021 2:12 PM
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The router is not "FoC" it's included in the service without being itemised... you're still paying for it, it's just part of your overall service.
And yes, I believe that they would be obligated to replace the router for free if still in the contract. Like I said, a lot of consumer law is based on the concept of "reasonable" - what would a "reasonable" (normal, not crazy) person consider to be right?
In the UK, warranties cannot (ever) override legal obligations, and the law in the UK requires that consumer goods are fit for purpose. And clearly any reasonable person is going to assume that the router you buy with a 2 year contract, will be functional for the duration of that contract.
In this case it looks like Plusnet either acknowledge this, or just do the right thing anyway, but it's worth keeping in mind if you ever run into the issue with another provider
For the avoidance of doubt: I have legal qualifications, I am not presently a lawyer nor am I a member of the Law Society, I am certainly not your lawyer
Re: £65 Charge if my 3rd party router is faulty?
16-07-2021 2:16 PM
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@audigex wrote:In this case it looks like Plusnet either acknowledge this, or just do the right thing anyway, but it's worth keeping in mind if you ever run into the issue with another provider
@Gandalf wrote:To confirm, if we supply a router as part of a contract then it'll be covered for the length of the contract.
That means if the router develops a fault within the contract we supplied it in, we'll replace it free of charge.
I hope this helps.
^
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