Faulty Fritzbox - changed ISP's

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Faulty Fritzbox - changed ISP's

CcMaN

87 posts

Master Geek

#191865 18-Feb-2016 16:00

Hi all,

Just trying to see where I stand regarding a faulty Fritzbox that I purchased through Snap in 2013 for $395. I tried to contact 2degrees support, however I have not received a reply from them.

Last week I started having issues with my Fritzbox and went through all the usual troubleshooting steps. I've determined the issue is with the Fritzbox itself, and I emailed 2degrees outlining my issues with the router, and what I have done to rule out any other possibilities. I've also tried another router, which does not give me the same issues. For the past 2 years, I've used the Fritzbox on a different ISP with the same config and it's worked fine, it's just suddenly started to give me these issues.

I guess my question is, where do I stand legally? Since I didn't get this router for free through Snap (I paid $395 at the time), does the CGA apply here. I'm personally disappointed in not even receiving a reply from 2degrees, but I suspect it's because I'm currently not a paying customer.

On the Fritzbox website http://fritzbox.com.au/faq.html they claim that it has a manufacturing warranty of 5 years so all I asked 2degrees to do is to deal with the RMA process, so I can get a new or repaired router. Does the CGA still apply in this case since I'm not a current 2degress customer?

Cheers in advance

hio77

12999 posts

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Lizard Networks

#1495067 18-Feb-2016 16:11

what issues exactly are you having with your fritz?

ild hope 2degrees gets you sorted, likely it just has to make its way to the correct people.

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2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1495068 18-Feb-2016 16:12

Hi CcMan,

We will still honor a warranty for a device supplied by us. Our broadband email queues are a bit behind at present, so it shouldn;t be a case of the team ignoring you.

Can you please message me the details of your issue, serial number from the fritz, your old customer number, and email reference number if you have one, and I'll check it out for you.

Thanks

Ralph ^JOB

CcMaN

87 posts

Master Geek

#1514884 17-Mar-2016 10:04

Hi 2degreesCare, still haven't resolved this issue. You seem to be replying to public comments, but ignoring my PM's.

FYI for others. I have now been waiting over a month for 2degrees to resolve this issue. They have had my router for a few weeks now according to track and trace, and they can't even acknowledge that they received my router and are looking into my issue.

surfisup1000

5288 posts

Uber Geek

#1514902 17-Mar-2016 10:13

CcMaN:

Hi 2degreesCare, still haven't resolved this issue. You seem to be replying to public comments, but ignoring my PM's.

FYI for others. I have now been waiting over a month for 2degrees to resolve this issue. They have had my router for a few weeks now according to track and trace, and they can't even acknowledge that they received my router and are looking into my issue.

Pretty poor treatment. But, this stuff happens.

I don't get how they can not acknowledge they received it when the track and trace confirms they received it? Are they arguing that the courier has forged the track and trace? Then , their issue should be with the courier right?

CcMaN

87 posts

Master Geek

#1514919 17-Mar-2016 10:50

They haven't denied that they have received it. Just the guy I've been dealing with hasn't been informed of it's receipt.

It's probably just sitting lost on someone's desk :P

billgates

4705 posts

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Trusted

#1514937 17-Mar-2016 11:21

As asked earlier, what issues are you experiencing with the fritzbox? Tried updating the firmware?

Do whatever you want to do man.

CcMaN

87 posts

Master Geek

#1514944 17-Mar-2016 11:42

billgates:

As asked earlier, what issues are you experiencing with the fritzbox? Tried updating the firmware?

It's not actually relevant to the issues I'm facing with 2degrees, but every few hours I need to power cycle the Fritzbox to get internet connectivity again. Weirdly enough my IPv6 tunnel setup on the device still works, and it's only native IPv4 traffic that is affected.

I've tried all the usual steps like factory resetting the router, running latest firmware, etc and still have the issue on a completely clean config. I'm currently using an old D-Link that I had lying around, and while it's a bit slower than the Fritzbox, I have had no issues with my connection.

But again, this isn't about the actual issues with the Fritzbox, as I accept hardware sometimes has failures, it's the fact that I'm not getting any timely support from 2degrees to help resolve the issue. I've given them the option to repair or replace, which I think is reasonable.

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CcMaN

87 posts

Master Geek

#1523331 31-Mar-2016 14:06

Hi all,

Just an update. 2degrees replaced this router with a 7490 which I received on Tuesday. The new router has been running great for a couple of days now so my issues have been resolved.

It took a while, but they did eventually end up replacing it. I know other ISP's don't want to know about your hardware issues once you leave them as a customer, so thanks 2D for still supporting your hardware.