Post & packaging

[#1]

On Friday 20th the advisor I spoke to on the phone organised a new router to be sent out, and an engineer to visit. This morning the engineer you arranged to check our broadband said agreed that we needed a replacement router and arranged with yourselves for it to be sent.

No one told us that we would be charged £6.99 postage and packing until today when an email arrived. Why are we being charged this?

[#2]

Hi

I have had exactly the same this weekend.

I have had about 5  Hubs, hub one, and now Hub two sent to me --- each incuring a £6.99 postage fee.

I specifically said I would not take this cost, as every time there is intermittent access, they send a new hub - and charge me for it!

I usually see a man in the green box at the end of the road, and the link seems better - and the next day, the new router arives.

How do I get this £6.99 refunded, and my account reviewed to negate the other times this has been charged  ?

[#3]

Hi @Sarahwatson97 

Thanks for getting in touch, hope you're keeping well. I've added a ticket to your account about the charge that's been added. 

Please let me know if there's anything else I can help with. 

- Curtis, Plusnet Sheffield

[#4]

Hi @mibmit 

Thanks for reaching out, I hope you're keeping well. 

I've gone through your account and added a ticket after looking into the charges you've mentioned. 

Please let me know if there's anything else you need!

- Curtis, Plusnet Sheffield

[#5]

Thanks for getting back to me, and resolving the issue.

Noted, you was where this charge was repeated , often !

Good resolution - Cheers