Who do I contact about a faulty router

Lagroid

Good morning,

im 15 months into a 24 month contract with three home broadband. I have one of their 4G routers.

since having the service, it’s been intermittent with working and not working. The last few weeks it’s gotten worse. It’s unusable most days.

ive went through all the trouble shooting steps listed in the booklet provided, and finally the final step tells me to contact my carrier. 

I spoke with Three yesterday and they’ve told me that replacing the router is not something they’re responsible for, even though they provided this as part of the contract. 

They’ve told me I can try contacting the manufacturer and see if they replace it. 

Now I’ve been with many many ISP and had faults before in and out of contract, and every time they’ve sent a replacement. With Three refusing I’m not sure what to do. 

I’m not comfortable contacting the manufacturer, and it doesn’t say in my contract anywhere I can find that I need to do this. I also looked at Trading Standards website which says my contract provider should be the one to handle any faults within contract. 

Does anybody know where I should go from here? 

Thanks

Farway

Plusnet are the same, my router went duff and I had to buy a replacement, which I did through gritted teeth did from Plusnet.

If you care to add make & model here someone may be of more help than I

JJ_Egan

Faults are handled by the ISP  nothing in your post says it is a router fault . It could be or it could be something else .

Complain to the ISP about faulty service and let them work out what is the problem .

The_Fat_Controller

What does it say in your contract about supplied equipment ?
That's where the answer is likely to be.

Lagroid

JJ_Egan said:

Faults are handled by the ISP  nothing in your post says it is a router fault . It could be or it could be something else .

Complain to the ISP about faulty service and let them work out what is the problem .

It is a faulty router. The crux of the post is about who replaces a faulty router. I’ve contacted them, gone through their trouble shooting steps and they’ve now told me to contact the manufacturer. That’s what I’m asking about.

cheers

JJ_Egan

In that case its as per the T&C of the contract .

But yes most ISPs replace a faulty router in contract .

Has the ISP confirmed its faulty  .

In what way is it faulty .

Always worth a Factory Reset .

brewerdave

JJ_Egan said:

In that case its as per the T&C of the contract .

But yes most ISPs replace a faulty router in contract .

Not always true, particularly with the advent of 18/24 month contracts. The routers, free issued (or p & p) are normally "guaranteed" for 12 months
If lucky they may replace free or for p& p, but not in all cases.

Torry_Quine

I'm with TalkTalk. My internet stopped working suddenly so contacted them. Went through everything and it appeared to be the router so a new one was sent which came two days later. Still didn't work so an engineer was arranged and came the next day. He solved the issue and it's worked well since then. 
It seems strange that while in contract your provider isn't fixing it

matelodave

What about quoting the Consumer Rights Act to them - you "bought" the router from 3 even if they say it was free, it was still part of the whole agreement - have a shufti.here https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/ and even have a word with the CAB to see what they have to say about it. If you are still in contract with three, could excluding the router be construed as an unfair term within the contract.