Broadband down since Tuesday - Faulty router and faulty wiring
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Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 12:07 PM
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He discovered that both the router was faulty and that the wiring at the box at the end of the road was wrong - The original openreach engineer (who connected us up on 14th Jan) has connected us to a Sky Broadband line (or something along those lines).
I called your customer services about an hour ago to arrange the new router and I have had to pay for the postage for the faulty box you supplied which is under a year old! So not only have I been without internet for 3 days which I haven't been compensated for I have also had to pay you for the privilege of getting it working again!
Why do I have to pay for the routers postage?!
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:05 PM
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Just had a word with the agent you talked to, how did the engineer prove the router wasn't working please?
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:10 PM
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Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:15 PM
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I'm afraid what you've said doesn't prove that the original router is faulty, so the agent you talked to was correct to charge postage.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:16 PM
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Bit of a joke if you ask me. Surely its your job to test the router!
You went through settings with me on the phone to try and get back up and running and the router still wouldn't connect which is the whole reason an engineer was sent out.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:19 PM
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http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows...
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:19 PM
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Realise this may not be what you wanted to hear but without proof it's not working I'm afraid we won't issue a replacement for free, same as pretty much any store would.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:22 PM
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Surely as I've purchased the router then it has a 12 month guarantee (minimum) which means it should be replaced "JUST LIKE PRETTY MUCH ANY STORE WOULD" as you say.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:24 PM
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Quote from: sscutts Surely as I've purchased the router then it has a 12 month guarantee (minimum) which means it should be replaced "JUST LIKE PRETTY MUCH ANY STORE WOULD" as you say.
Yes - provided you can prove it's not working. As yet you haven't, so like any store, we're refusing to replace it. If you can prove it's not working we'd be happy to refund the postage.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:31 PM
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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) |
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:32 PM
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So the fact Plusnet could not get it working is not proof enough it is faulty? Can't you see how rediculous that sounds? You yourselves cannot get it working but you say that is not proof it's faulty?
I think I will just send this to trading standards to get their view on this as according to their guides I am entitled to a replacement at no cost to me.
Re: Broadband down since Tuesday - Faulty router and faulty wiring
30-01-2014 1:38 PM
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