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Router fails after 13.5 months

Phaeton
Rising Star
Posts: 128
Thanks: 36
Registered: ‎26-06-2007

Router fails after 13.5 months

Plusnet support have eventually decided my router is faulty, this has been an ongoing issue for the last 6 months, now the router is 13.5 months old I am being told they won't change it as it is out of warranty, but they will sell me a new one.
Looks like a Trading Standards complaint yet again to make a big company sort out what should be a no-brainer, after all, I've only been a customer for nearly 20 years, not like they are making any money out of me.
Alan...
10 REPLIES 10
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: Router fails after 13.5 months

Hi Phaeton,
From what I can see, you raised a fault with us on 16/04/2014 and your warranty for the router ran out on 10th October 2013. Unfortunately we wouldn't be able to replace your router if it is faulty after the 12 month warranty period.
Scribe
Grafter
Posts: 55
Thanks: 2
Registered: ‎05-02-2011

Re: Router fails after 13.5 months

Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: Router fails after 13.5 months

Yep - as long as P&P is paid, we'll get a router sent out.
Luzern
Hero
Posts: 4,823
Thanks: 872
Fixes: 9
Registered: ‎31-07-2007

Re: Router fails after 13.5 months

@ Chris: you forgot the conditions for supply for just p&p?
No one has to agree with my opinion, but in the time I have left a miracle would be nice.
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: Router fails after 13.5 months

Sorry, what have I forgotten?
Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: Router fails after 13.5 months

12 months tie in
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: Router fails after 13.5 months

Yes, it's stated on the ticket but for clarity, once P&P has been taken and a 12 month contract agreed, a router will be sent out.
Phaeton
Rising Star
Posts: 128
Thanks: 36
Registered: ‎26-06-2007

Re: Router fails after 13.5 months

But if they are free & I am in contract with you why do I have to agree to another 12 months 2 years in?
Alan...
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Router fails after 13.5 months

Because Plusnet don't get the routers for free. You could of course pay for the router and have no 12 month tie in.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
chenks76
All Star
Posts: 3,274
Thanks: 338
Fixes: 12
Registered: ‎24-10-2013

Re: Router fails after 13.5 months

or the OP could buy a router from elsewhere.
nothing forcing him to use the supplied PN router.