Unexpected charge for router
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Unexpected charge for router
2 weeks ago
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Re: Unexpected charge for router
2 weeks ago
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The router is free, the £6.99 charge is for postage.
Re: Unexpected charge for router
2 weeks ago - last edited 2 weeks ago
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@Kareneart I honestly wish when people report a crackly phone line, those on the support team would realise that the issue in 99.9% of the cases is a fault in the Openreach infrastructure, and nothing to do with your equipment, but I understand they are hamstrung by Openreach's standard response of 'it ain't us, it's always the customers fault' - the new Hub will not solve your problem, but is a great improvement on your current kit from an internet point of view.
You will have to make another support call and ask them to get OR out to resolve it.
Re: Unexpected charge for router
2 weeks ago
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How could changing a router possibly fix a crackly phone line? I think you need to report a fault in the support staff!
Re: Unexpected charge for router
2 weeks ago
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@corringham As I stated above, it doesn't. Unfortunately, as I discovered when I reported the same issue when on FTTC (twice), this is an OpenReach mandated instruction.
In my case, I knew exactly what caused it - dodgy FTTP infrastructure installers messing with cables/already installed kit on the poles, which was confirmed by the OR engineers when they finally deigned to send them out.
Re: Unexpected charge for router
2 weeks ago
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@jab1 wrote:
..., this is an OpenReach mandated instruction.
Are you sure OpenReach need a router to be replaced before they look at a phone issue? I've never come across anything like that. I've looked after broadband and phone for relatives, and never had a router replaced. I've recently had to report faults for relatives twice (BT), and the most recent outage was fixed with an engineer visit within 2 hours of reporting it.
Re: Unexpected charge for router
2 weeks ago
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@corringham I can only go on my experience (and what has been reported on here), but when I reported both those incidents, I queried the need to send a router out for what was clearly an OR infrastructure issue, and was told that ISPs had been instructed to do this.
The individuals I spoke to were not just call-centre operatives reading off a script either, as they both agreed it was a pointless exercise, but said that unless they could prove the spare router had been sent, OR would not accept the report.
Re: Unexpected charge for router
2 weeks ago
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Oh well, that's just another thing that makes me glad I'm not a Plusnet customer any more!
Re: Unexpected charge for router
2 weeks ago
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Neither am I, @corringham .
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