Can BT charge for re­plac­ing router?

Computer Active (UK) - - Consumeractive -

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.

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