Plusnet has forced me to take a new 24 month contract to obtain a repair
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Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:13 PM
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My issues are:
1 - PN refused to renew the router free of charge. I cannot find anything in their terms and conditions to say that they will not repair or replace a faulty router but they refused point blank.
2 - They have also refused to replace the router even when I asked if they would do so if I paid! I think that is totally unreasonable and actually contradicts what I was told yesterday!!!
3 - I looked at alternative routers from shops and came up with a TP-LINK TD-W9980 but users report problems setting it up with PN so, because I have limited understanding of these things, I felt I could not go down that road.
4 - I could go to another provider but my contract doesn't expire until the end of March 2016 so I would have to pay cancellation charges.
5 - The result of that is that my ONLY option is to sign up to PlusNet for a further 24 months which gets me a new Hub One router. I've done that but I am most unhappy and am wondering whether to cancel within the 14 days.
I think PN are being totally unreasonable and have effectively blackmailed me into signing up for another 24 months.
Does anyone know whether I have any other options or whether PN's terms and conditions really say what I have been told.
BEE
* Router fault: The TG582n has been turning itself off and back on fairly regularly (more than 50 times in a few weeks. Sometimes, it is fairly regular, say every couple of hours. At other times, it can go a day without problems. It always simply reboots - all the lights go off, internet is lost and then it goes through the boot procedure and the lights come on. Within a few minutes the internet is back to full speed. It is not a line fault and not an electrical supply problem - it is the router that simply reboots itself. It also seem a bit slow at times but that could be the PC - it's difficult to check until I have a reliable router.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:18 PM
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Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:19 PM
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Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:21 PM
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Quote 3 - I looked at alternative routers from shops and came up with a TP-LINK TD-W9980 but users report problems setting it up with PN so, because I have limited understanding of these things, I felt I could not go down that road.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:21 PM
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Quote from: Mook If your knowledge of these things are limited how do you know the router is at fault? Who diagnosed the router as the source of your problem? Have you had line tests done etc?
Yes, I raised a question and tech went through a monitoring process. The tech I spoke to today went through all the symptoms and agreed it was almost certainly a faulty router.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:25 PM
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Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:42 PM
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I guess from your replies that you both think the PN stance is OK? I certainly do not. I think it is awful. They will not repair, replace or renew a bit of kit that they provided free or at cost, I can't get out of the contract with them and my only options are to get my virtual hands dirty with programming (if I can manage it at all) or to sign up for 24 months of the same. That's the sort of thing that ends up on Watchdog!
dick:quote
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:44 PM
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No way, you're selling yourself short there. It's about three or four values that need entering into a web form. If you can shop online you have all the skills needed to set up a new router.
Quote from: BEE I'm sure that you and OldJim could set it up in a few minutes but it would take me a good half day, if I managed it at all.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:48 PM
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As regards our stance I cannot speak for OJ but normal warranty periods are 12 month so to be fair to Plusnet I understand them not wanting to replace it. You also comment that they provided the unit free so that adds more to my understanding of them not wanting to replace it. It may have been free to you but it wouldn't be free to Plusnet. Having said that I do think they could have sold you a replacement unit without a contract.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 4:53 PM
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Quote from: Andrue No way, you're selling yourself short there. It's about three or four values that need entering into a web form. If you can shop online you have all the skills needed to set up a new router.
Well said Andrue, that's really all the 'skill' you need.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 5:00 PM
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Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 5:12 PM
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On the other hand, BT (for example,at least while I was with them) will replace a router if one is still in contract; they use the tactic to get people to stay in contract rather than paying on a monthly basis.
The OP seems to be correct that there is no mention on the PlusNet website of how long - if, indeed, at all - PlusNet will be willing to replace equipment that they have provided. It may be 12 months, but I can't immediately find where they actually say so, and not all electrical equipment has that short a guarantee period.
One can buy a replacement router, and probably a better one than PlusNet supply, but PlusNet do emphasise the value and importance of using their supplied equipment.
Another issue to factor in when one comes to review renewing a contract......
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 6:21 PM
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Second - I can complain about PN not replacing the router because it's out of warranty but I can live with that BUT I am incensed that they won't supply one if I pay for it. That is totally unreasonable and probably falls into the category of an unfair business practice if it forces a consumer to have to renew the contract.
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 7:02 PM
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Was you thinking of leaving plusnet as soon as contract was up...If not why not just sign up and get a new router sent out for free plus p&p
When I was with sky their router broke and we had to sign up for another 12months to get a new one ( same with the sky tv box we had to have insurance because sky weren't interested if they broke after 12 months)
Hope it all works out for you
As said a lot of people on here can help get a new router up and running
Re: Plusnet has forced me to take a new 24 month contract to obtain a repair
01-12-2015 7:15 PM
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I'd have even got a TG582n off ebay as you are familiar with it.
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