Unexpected charge for router

[#1]

I contacted Plusnet regarding problems with a crackly line a zero broadband. I was told that I obviously needed a new router as I had an old version and that I would be sent one out and that Plusnet would call me to see if there was any improvement to the line and broadband. I did not receive a call but what I did receive was an email notifying me that £6.99 had been added to my next bill for the cost of the new router. At no time did the operator inform me that there would be a charge nor did they allow me to make an informed choice . They could not even be sure that there was a problem with my router to advise that I needed a new one. I don't think this is an acceptable way of extracting money from customers.

[#2]

@Kareneart 

The router is free, the £6.99 charge is for postage.

[#3]

@Kareneart I honestly wish when people report a crackly phone line, those on the support team would realise that the issue in 99.9% of the cases is a fault in the Openreach infrastructure, and nothing to do with your equipment, but I understand they are hamstrung by Openreach's standard response of 'it ain't us, it's always the customers fault' - the new Hub will not solve your problem, but is a great improvement on your current kit from an internet point of view.

You will have to make another support call and ask them to get OR out to resolve it.

[#4]

How could changing a router possibly fix a crackly phone line? I think you need to report a fault in the support staff!

[#5]

@corringham As I stated above, it doesn't. Unfortunately, as I discovered when I reported the same issue when on FTTC (twice), this is an OpenReach mandated instruction.

In my case, I knew exactly what caused it - dodgy FTTP infrastructure installers messing with cables/already installed kit on the poles, which was confirmed by the OR engineers when they finally deigned to send them out.

[#6]

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@jab1 wrote:

..., this is an OpenReach mandated instruction.

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Are you sure OpenReach need a router to be replaced before they look at a phone issue? I've never come across anything like that. I've looked after broadband and phone for relatives, and never had a router replaced. I've recently had to report faults for relatives twice (BT), and the most recent outage was fixed with an engineer visit within 2 hours of reporting it.

[#7]

@corringham I can only go on my experience (and what has been reported on here), but when I reported both those incidents, I queried the need to send a router out for what was clearly an OR infrastructure issue, and was told that ISPs had been instructed to do this.

The individuals I spoke to were not just call-centre operatives reading off a script either, as they both agreed it was a pointless exercise, but said that unless they could prove the spare router had been sent, OR would not accept the report.

[#8]

Oh well, that's just another thing that makes me glad I'm not a Plusnet customer any more!

[#9]

Neither am I, @corringham .