Warranty Question - BT refusing to replace router

16 replies
Found 16th Feb 2010
I took out a home phone line and broadband connection on the 3rd of May 2009 on an 18 month contract)

The power transformer has since failed on the homehub for the router (I know as I have borrowed another to test, and it works fine).

I ceased my BT broadband and home phone line on the 26th of October 2009 (and paid the early termination fees etc)

I am now using the homehub on a seperate broadband line (which didn't come with a router supplied).

I have phoned BT to arrange a replacement power adapter (as it is still within their 12 month warranty), but they are refusing as I am "no longer in contract with BT".

Surely they should replace the router as it is within their 12 month warrantly.

They refuse to budge. I was passed to 17 different people when trying to get someone to sort it out this afternoon. (I started counting after the 1st 5).

Any ideas where I go from here?

I don't even really want a new router, just a new power transformer but apparently they can only replace the whole thing.

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16 Comments

Have you paid for the router? OR just to terminate early?

I wouldn;t have thought they would be interested because you weren't with them any more. Try the manufacturer? And if its just the plug, just look for a new one

There must be a dirt cheap one on eBay

Bang your head against the wall.
Look at power lead find details and then look on ebay £5.00 and no anadin needed.

1 here on ebay @ £1.00 so far 160403545788

Banned

Did you buy this router?

If you didnt, they dont need to do a thing. They gave it to you it seems, so have no liability.

Any ideas where I go from here?


PC World!

get one from ebay for a couple of quid....there are always loads on car boots as well

Well if they can only replace the whole thing, then thats what they have to do, if it came with a warranty and its faulty within that time then they have to fix it, or refund you.

Send them an email to head office its better than a phone call. Then if they still wont budge, drag them to court for the cost of a replacement.

warehousestock;7860978

Have you paid for the router? OR just to terminate early?I wouldn;t have … Have you paid for the router? OR just to terminate early?I wouldn;t have thought they would be interested because you weren't with them any more. Try the manufacturer? And if its just the plug, just look for a new oneThere must be a dirt cheap one on eBay



BT Home Hub so surely BT act as the manufacturer even though they're made by Thompson or someone else...
But yeah these things go for less than £5 new on ebay and I'd give that a go before banging my head against a pebble-dashed wall on the phone with them again.

Is it really worth the hassle, understandably you are frustrated, but also understandably they are not just going to stock spare power adaptors.

Unless the power adaptor itself has a weird proprietary cable, check the voltage and amperage on it, a cheap multivoltage power adaptor may suffice.

ebay item
180470164626

a fiver

apduk;7861016

Well if they can only replace the whole thing, then thats what they have … Well if they can only replace the whole thing, then thats what they have to do, if it came with a warranty and its faulty within that time then they have to fix it, or refund you.Send them an email to head office its better than a phone call. Then if they still wont budge, drag them to court for the cost of a replacement.



The problem would be definition of ownership, if BT provide the hub free on ordering their broadband and the termination fee didn't include payment for the hub then it's still theirs and the warranty is applicable to BT and not the end-user :thinking: :?

boothy;7861027

ebay item180470164626a fiver



Bit dear, over £7 with postage,

Try this,

380206897447

currently 99p + 1.50 p&p

BT sent me a free power adapter as there is a known fault with them...
There was a recall on them not so long ago - I had a free one and an envelope included to return the old one.

Banned

apduk;7861016

Well if they can only replace the whole thing, then thats what they have … Well if they can only replace the whole thing, then thats what they have to do, if it came with a warranty and its faulty within that time then they have to fix it, or refund you.Send them an email to head office its better than a phone call. Then if they still wont budge, drag them to court for the cost of a replacement.



They'll take the option in bold above. "Right here you go adambaz..... that's £0.00 refunded in full for your modem".:w00t:

/thread.

DAMNOME;7861114

BT sent me a free power adapter as there is a known fault with … BT sent me a free power adapter as there is a known fault with them...There was a recall on them not so long ago - I had a free one and an envelope included to return the old one.



Were you a customer at the time?

Original Poster

guv;7861000

Did you buy this router?If you didnt, they dont need to do a thing. They … Did you buy this router?If you didnt, they dont need to do a thing. They gave it to you it seems, so have no liability.



Are you sure about that.

Martin Lewis

Are free goods covered?This is a tricky area in consumer rights, as … Are free goods covered?This is a tricky area in consumer rights, as technically when something is free you’ve not got a contract with the supplier and therefore aren’t entitled to get a faulty item fixed. The same applies if you are given something as a gift, where the person who pays for the item has the contract and will need to sort out any problems. This can be overcome if the buyer tells the seller the item is a gift, so remember to do this if you buy an expensive present for someone.Yet if a free gift comes with something else, maybe a free bike when you sign up to a gym contract or a free matching toaster if you buy a particular brand of kettle, and the free item later becomes faulty, you have the same protection as if you’d paid for it. Most sellers will be aware of this but if you encounter problems stand your ground and complain.



The hub was supplied "as free", but in reality I was paying for it through my monthly subscription, hence the second paragraph applies.

yes guv - and still am.

Banned

adambaz;7861139

Are you sure about that.The hub was supplied "as free", but in reality I … Are you sure about that.The hub was supplied "as free", but in reality I was paying for it through my monthly subscription, hence the second paragraph applies.



And if you were still a customer of theirs I would agree with you. But your not. I think they will choose paragraph one!

DAMNOME;7861175

yes guv - and still am.



Cool. I knew that would be the case, but thanks for clarifying.

As others have said, its not worth beating yourself up over, cos short of civil action, you will get nowhere and I doubt you would win even if you chose that route for the reasons Ive said.
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