Router

[#1]

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).

[#2]

If over 12 mths old, they'll need to replace at their expense.
A 2nd hand BT or PlusNet off E bay would suffice.

[#3]

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

[#4]

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

[#5]

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).

[#6]

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

Best wishes

Dave

[#7]

Ok. Now I know what to do thanks!
How do I edit my post?

[#8]

Hi @fullofflowers

A mod has already edited this for you

Thanks @Strat

Dave

[#9]

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"

[#10]

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!

[#11]

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