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Router fails after 13.5 months

Phaeton
Grafter
Posts: 75
Thanks: 5
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
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
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.
Chris Pettitt
Cloud Environments Engineer
Scribe
Grafter
Posts: 43
Thanks: 1
Registered: 05-02-2011

Re: Router fails after 13.5 months

Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
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.
Chris Pettitt
Cloud Environments Engineer
Luzern
Seasoned Pro
Posts: 3,214
Thanks: 312
Fixes: 2
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.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Router fails after 13.5 months

Sorry, what have I forgotten?
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Router fails after 13.5 months

12 months tie in
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
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.
Chris Pettitt
Cloud Environments Engineer
Phaeton
Grafter
Posts: 75
Thanks: 5
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...
Community Veteran
Posts: 26,686
Thanks: 910
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 3,274
Thanks: 339
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.