Do I need to return my Hub 2 ?

[#1]

On 3rd March 2022 when I joined Plusnet they gave me a Hub 2 router.

This year because they no longer support telephone lines, I was moved by them over to EE on June 3rd.

I would have happily remaineded with them, if they still did landline support.

I understand that since 1st February 2024 they have changed their terms and conditions re. whether your router needs to be returned or not when you leave Plusnet.

I am confused !

Do I need to return it, or will I get a penalty for not returning it, even though they changed my contract (effectively breaking it.

Any help gratefully received.

[#2]

@Graculus51 I don't think you would be subject to the penalty, given when you got the Hub2, but as it is now not needed, as it doesn't work on EE, you can return it FOC. See: https://www.plus.net/help/broadband/returns/

[#3]

*Joined us after 1 Feb 2024?
Don’t forget, our routers are provided on a loan basis, so it’s really important they’re returned to us when no longer needed.Just a gentle reminder, if you don’t return our router, you’ll be charged a £50 fee.

It all depends what they mean by "joined"?

After my initial contract ended I renewed with Plusnet on 1/9/23, and again on 4/8/25.

Are you deemed by Plusnet to have "joined" again every time you renew your contract ?

[#4]

In that situation, @Graculus51 , yes, as you entered into new contracts. Just use the supplied link to return it.

[#5]

That is illogical, when you join the AA or RAC or National Trust for example, you are not deemed to have joined again when you renew your membership annually.

You cannot contact Plusnet any way other than by phone.

The chat isn't there and they have no contact email address.

I am in hospital at the moment so can't easily send it back or contact them by phone.

[#6]

Different organisations have different ways of working/different contracts. 

I have no idea how long you are likely to be in hospital, but I suggest you return it at your earliest convenience. If you do get an invoice for it, post back here for further suggestions. 

[#7]

@Graculus51 

"Just a gentle reminder, if you signed up after 1 Feb 2024 and you don’t return our router, you’ll be charged a £50 fee."

I would say it's down to when you first signed up and were issued  a Hub Two rather than when you last renewed, as everyone would have renewed at some point.

Maybe wait to see if you receive a return request before worrying about it.

I received my Hub two in 2021, I do not expect to return it.

[#8]

Hold on there Plusnet!!!

£50???

Why wasn't this highlighted to me when I renewed?

Ather this, why do you think I'll trust Plusnet come next renewal time?

Yes I'm annoyed at this - it feels underhanded. Yes I read terms but managed to miss this one - I imagine I'm not the only one!!!

Does it need to be returned in the original packaging in an "as new condition" too?

[#9]

@between1and16ch 

This is covered in the T & C "Plusnet Standard Terms"  "Section 11 Equipment"

11.3. We will loan you the Hub/router for the duration of your broadband service. When you end the service you must return the loaned Hub/router to us, or we will charge you a fee as set in the Price Guide

The Price list does state

Charge for not returning Hub/router ordered after 1st February 2024	£50

You must also keep the Hub/router in good condition while you are using it.

 The box does have does have this on it.

[#10]

Not denying any of that, but I still managed to miss it. But it's a big change to make without highlighting.

Fair enough though, if PN think it's acceptable (which clearly they do) 🤣.then I'm off.

And presumably the point is to get rid of idiots like me

[#11]

Not sure why it's a big deal unless you've sold it on, BT and EE will also charge for a non returned Hub.

The return is free of charge, just the inconvenience of finding a Post Office that is still open.

You'll be lucky to find a CP who doesn't charge if you fail to return the supplied router.

[#12]

@between1and16ch  Why do you think it isn't acceptable? You have not paid for the router, only a  postage and packing charge. If you want to buy a replacement router they ask for £99 or some stupid amount. So it it seems reasonable that it should be returned. I have been with Plusnet for nearly all the last 20 years and never for one moment considered using an ISP supplied router. I always use my own equipment with much more flexibility and configuration options. So no problems with having to return anything.

[#13]

Presumably this was an attempt at retention???

You're choosing to miss the original and main point about trust.

I didn't sell it, and all I am tying to do is feed back - stop throwing mud please.

I do have the device in excellent condition, and the box. However if I had known about these terms I wouldn't have accepted the hub two, and would have sourced it myself, as the risk of the £50 if something goes wrong is more than I would have taken on. This is also a good reason for sending it back now - to rid myself of that potential liability e.g. if it suffers cosmetic damage but is still usable, its tucked away and wouldn't bother me, but would presumably be subject to the charge. In the past these devices were paid for as part of the contract, and not all of us spend our days in the ISP world so couldn't tell you what any other providers do. I'm sure I'll find one that doesn't require to send you a device.

In any case - you can attack again if you want - i won't respond- why should I spend my time on feedback if this is how it is received?

[#14]

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@between1and16ch wrote:

... not all of us spend our days in the ISP world so couldn't tell you what any other providers do.

Just for info, this practice is only common with the bigger ISPs (all the same ones that filter what you allowed to browse) -

Provider Return Policies and Details

• BT: Equipment is provided on loan; you must return hubs within 60 days via a free pre-paid bag or face non-return charges up to £50.

• Sky: Hubs are on loan and must be sent back using the provided pre-paid packaging to avoid non-return fees.

• Virgin Media: Retains ownership of hardware; supplies a returns box/bag to drop off at Yodel or O2 outlets.

• TalkTalk: Requires routers and TV boxes back; charges up to £50 if unreturned within 28 days of receiving the postal bag.

• Vodafone: Requests routers back within 14 days of cancelling or upgrading, drop-off instructions are provided.

• Plusnet: Routers are on loan; customers who signed up after 1 February 2024 face a £50 non-return fee.

• EE: Supplies equipment on a loan basis that must be sent back upon leaving using post-paid labels or bags.

[#15]

I checked the return policies for AltNet ISPs, and the majority won't lend you a router, but will sell you a router if you don't already own one,  the notable exceptions are these -

Altnets That Loan Hardware (Must Be Returned)

• Community Fibre: Routers are strictly on loan; customers must send them back via a provided postage pack or face non-return charges.
• Hyperoptic: Equipment remains the property of the company and must be returned at the end of the service.
• Toob: Routers are supplied on a loan basis and must be returned when the contract terminates.