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.