Router problems

[#1]

I Contacted customer services (ie raised a ticket) regarding a faulty modem and was advised by BF that a replacement modem could be sent providing I paid P&P which is fair enough and if I wished to proceed to contact Plusnet at www.plus.net but who exactly do I contact ?
In all fairness a telephone number was also provided but I would rather proceed via the internet rather than hang on waiting for a phone to be answered.
Perhaps someone can get back to me on this.
Please note BF refers to the initials of the person in customer services. 

[#2]

Have you tried replying to the ticket , confirming that you will accept the P & P charges, that ought to work.
You need to have a valid Credit or Debit card registered on your account so that the P & P charges can be taken.

[#3]

OK I will do that but it would have been helpful if it included the cost of P & P and simply said  "please confirm that you wish to proceed"
I Pay by direct debit so there will be no problem with PN getting the money.
It just threw me a bit when it said contact Plusnet ?

[#4]

Quote

I Pay by direct debit so there will be no problem with PN getting the money.

Yes, there will, for some reason they are incapable of taking one-off payments via direct debit.
The P & P charge is £4.99 IIRC, however you will need to do it with a Credit or Debit card.