Router replacement

[#1]

Hi , A question a in law of mine ,also a PN customer on ADSL2 with a Thompson 585 Has problems loading web pages , he rang PN and i suggested his router is broken , he asked for a replacement.
The agent on the phone said he would have to pay the £4.99 P&P ? surely if his router is dead a free replacement should be sent 
I have tried one of my Old 585,s on his PC and it works 100% but with my login details so it is his router at fault

[#2]

I think Plusnet only provide free replacements for routers less than one year old.

[#3]

Ejs , does that include broken routers ? ,
If so PN should say that if your router lasts more than 12 month,s we will not replace faulty ones 

[#4]

Here is the first official statement I found about it: http://www.plus.net/support/customer_service/orders/hardware_delivery.shtml

Quote

6. There's a problem with my router, who do I return it to? If we sent you the hardware within the last 12 months we'll replace it free of charge. Contact our Support Team and we'll send you a postage paid bag to return it.

The free replacement within 12 months is only for broken routers, but if you've had the router longer than a year, it's only the P&P and probably a deferred cost added to your account in case you leave within 12 months.

[#5]

so basically the replacement is free , just the P&P if older than 12 months .
Cheers ejs  
PS can PN unlock my old router for him to use ?  if connected

[#6]

if your old router is a PlusNet one and he's on PlusNet there's no need to unlock it, just choose manual config and put in the customer details ....

if its from a different isp and doesn't allow for changes then you would need to lookup how to hack the thing

[#7]

Disabling should be OK, but it's probably best if you get someone from Plusnet to make sure the router is dissociated from your account.

[#8]

Hi rongtw,
It'd probably be worth moving the TR69 details from your account to his, if you could drop me a PM with the router serial number on it I'll make sure that happens - unfortunately there's two 585 components on your account so we don't know which one it is you've given him
If you can't remember (or get hold of) the serial from the one he has then just let us know the serial for the one you've got left, that should be fine.

[#9]

Hi matt , i spoke to PN on the phone yesterday     apparently it was his  account that was the problem   for some reason restrictions had not been removed after he paid his bill  ooops   so all is fine now on his own router.
also i have no need of either of the 585,s  so you can remove them both  
i do have a thompson fiber router TG582 but will keep it in case my netgear  decides to give up