Can BT charge for replacing router?
Q I decided to switch my phone and broadband from BT to Sky to get a cheaper package. However, BT then charged me £55 because it had provided me with a new router in October last year, to replace a faulty one. I feel I’m being penalised for switching. Can BT do this? Martin Wythe
A No, and it has now admitted its error by refunding Martin. It appears BT was working on the assumption it had provided the new router as part of a new contract, or because Martin wanted to upgrade.
BT replaced the old router because its tests revealed it was faulty. Michael had endured regular loss of broadband and persistent slow speeds. BT was legally obliged to replace the router because otherwise it would not have been able to provide the service Michael was paying for. This type of replacement should never cost you a penny because under the Consumer Rights Act goods provided with a service must be fit for purpose. If not not, they have to be replaced free of charge.