Return Faulty Routers

[#1]

Hi,

I have 3 faulty hubone routers that you sent me whilst a customer and another model that you sent me but then told me I would not be allowed to use. Can you arrange for these to be collected?

Thanks

[#2]

Hi there.

While I'm afraid we can't arrange for routers to be collected or returns bags sent out if an account has been closed, you can print off prepaid returns labels from here: https://www.royalmail.com/track-my-return/create/2886

Alternatively I'd recommend recycling the routers in line with the WEEE Legislation here: https://www.plus.net/help/legal/plusnet-and-the-weee-legislation/

Out of curiosity could you advise when we said you wouldn't be allowed to use the routers? I'd like to listen to the call or read the chat in which we've said that as it doesn't sound right.

Apologies for any inconvenience caused.

[#3]

Hi Gandalf,

Seems a bit odd that because you failed to send the returns bags before on many occasions I now cannot get them. But I will take them all to the local recycling centre.

I’m terms in being told not to use the last router. This was around the 15th of November last year. I was sent a different model (a John Lewis model) but before it arrived o was advised to keep using the faulty ones as you thought you were close to a resolution. You weren’t. I did actually try to use it but it was locked to John Lewis.

The details will be on the notes related to this complaint.

[#4]

Thanks for getting back to us.

Seems a bit odd that because you failed to send the returns bags before on many occasions I now cannot get them.

We may have tried however I'm afraid returns bags aren't ordered via the system we use if an account is closed.

But I will take them all to the local recycling centre. 

No problem.

I’m terms in being told not to use the last router. This was around the 15th of November last year. I was sent a different model (a John Lewis model) but before it arrived o was advised to keep using the faulty ones as you thought you were close to a resolution. You weren’t. I did actually try to use it but it was locked to John Lewis.

I believe we sent you a ZyXEL router on that occasion, it should've worked with your Plusnet credentials as they're not locked as far as I'm aware although it's probably a little late now to try to assist regarding this!

I understand you've been in touch with our high level escalation team and we've come to a resolution.

If you need any further assistance please feel free to let us know.