Charged for Router Postage £6.99

[#1]

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? 

[#2]

Moderators Note

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

[#3]

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.

[#4]

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!

[#5]

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.