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Charged for Router Postage £6.99

Eccy
Newbie
Posts: 1
Registered: ‎07-12-2022

Charged for Router Postage £6.99

 
 

I recently  rang up with connection issues and was told the easiest solution would be to send me a new router. Note: Plusnet engineers suggested the solution was a new router - I did not request a new router. Plusnet have now sent me an email saying the cost of postage will be £6.99  taken off my next bill.  I cannot understand why I have been charged. Surely if Broadband is failing and Plusnet send out a new router, that should be free? After all, I pay for fully functioning Wifi. That failed. Hence Plusnet are sending me a new router. Furthermore, if a charge does need to be paid, why wasn't I informed of this when I was told I needed a new router? I don't feel, under the circumstances that I should be charged at all. So will Plusnet take the charge off please? 

4 REPLIES 4
dvorak
Moderator
Moderator
Posts: 29,716
Thanks: 6,593
Fixes: 1,485
Registered: ‎11-01-2008

Re: Charged for Router Postage £6.99


Moderators Note


This topic has been moved from Broadband to My Account / Billing

Customer / Moderator
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If it fixed it click 'This fixed my problem'
willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
Thanks: 80
Fixes: 113
Registered: ‎27-11-2020

Re: Charged for Router Postage £6.99

Hey there @Eccy and welcome to the forum.

 

It's taken us ages to get to the post so I am sorry about that.

 

So sorry about the issues with the charge not being advised, I have created a ticket on the account about this on https://www.plus.net/wizard/?p=view_question&id=229815930 . Let me know if you have any questions.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
thebeaze
Newbie
Posts: 1
Registered: ‎14-12-2022

Re: Charged for Router Postage £6.99

Same here.... I  upgraded to Fibre74 but you didn`t send the new router until after I moved, so then it went to my old address!  the postage charge was never mentioned when I upgraded either!  May I have a refnd please?  Your bills rarely make sense too!!  Comms with Plusnet needs improving too; I can only post on a public forum as the live chat now seems to be a bot and a phone call recently kept me on hold for over an hour!

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Charged for Router Postage £6.99

Thanks for getting in touch @thebreaze, I'm really sorry for the confusion this has caused. 

 

It's a hassle when you receive an unexpected charge on your bill and you have to contacted us to get that sorted.  

 

I have sorted this for you here, please get back in touch if you need any further help. 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team