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Router

fullofflowers
Dabbler
Posts: 10
Registered: ‎10-08-2018

Router

Hi

My parents router has stopped working.

How can I go about ordering a new one for them?

My parents username is [Removed].

Thanks

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

10 REPLIES 10
Gel
Seasoned Pro
Posts: 1,744
Thanks: 183
Fixes: 15
Registered: ‎02-08-2007

Re: Router

Moderator
Moderator
Posts: 27,919
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Registered: ‎14-04-2007

Re: Router

Moderators Note
This topic has been moved from ADSL Broadband to My Router.

 

 

Customer and Forum Moderator. Windows 10 Firefox 66.0.5 (64-bit)

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Plusnet Help Team
Plusnet Help Team
Posts: 1,221
Thanks: 254
Fixes: 42
Registered: ‎11-01-2018

Re: Router

 

Hi @fullofflowers

 

The router in question is still within warranty, so we'd potentially be able to replace this depending on the fault - could you please let us know what's gone wrong with the router so we can assist?

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
fullofflowers
Dabbler
Posts: 10
Registered: ‎10-08-2018

Re: Router

Hi
The router is for my parents. They currently have a flat Thompson box.
They have never had any problems and have had the router since they joined Plusnet many years ago. It has just suddenly stopped working. No lights, dead. Tested everything and had some one else check as well but it's not coming back to life!
Their user name is [Removed] if you are able to check their records for how old the router is.

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

Plusnet Help Team
Plusnet Help Team
Posts: 1,221
Thanks: 254
Fixes: 42
Registered: ‎11-01-2018

Re: Router

 

Hi @fullofflowers

 

That router is definitely out of warranty by a considerable margin!

 

As previous posters have advised, your parents could replace the router independently, or, if they speak to one of my colleagues in our Customer Options Team, they may be able to negotiate a new contract that would come with a new router. My colleagues can be contacted on 0800 328 4624.

 

Just a note - you may want to edit your original post to remove the username for your parents account Smiley

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
fullofflowers
Dabbler
Posts: 10
Registered: ‎10-08-2018

Re: Router

Ok. Now I know what to do thanks!
How do I edit my post?
Plusnet Help Team
Plusnet Help Team
Posts: 1,221
Thanks: 254
Fixes: 42
Registered: ‎11-01-2018

Re: Router

 

Hi @fullofflowers

 

A mod has already edited this for you Smiley

 

Thanks @Strat

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
markhawkin
Aspiring Pro
Posts: 277
Thanks: 35
Fixes: 6
Registered: ‎17-07-2016

Re: Router

While getting a new router is the best answer, with no lights on at all, my first guess would be that the PSU "brick" has failed.

If you have a spare similar PSU (same voltage) it might be worth a try.

Otherwise, if anyone you know has a spare old BT router that can be made to work.

Obviously nicest is getting a replacement from Plusnet with a new contract, that will just "plug in and work"

 

 

I am the satisfied customer....
fullofflowers
Dabbler
Posts: 10
Registered: ‎10-08-2018

Re: Router

Hopefully my daughter has a spare Plusnet router. Fingers crossed that I can get it to work in my parents house!
Thanks for everything one's help. You've all been great!
Plusnet Help Team
Plusnet Help Team
Posts: 1,221
Thanks: 254
Fixes: 42
Registered: ‎11-01-2018

Re: Router

 

Just a quick addition to this one, @fullofflowers - if you do manage to get hold of another router in the interim, just drop a line here detailing which one it is and someone will be able to help you with the details you need to set it up.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team