Whenever you contract Internet with an operator, you can receive a new router at home that allows us to connect to the Internet. The technician will generally travel to your home. And he will be in charge of doing the installation. But, can we ask the operator to change the router for us? In which cases can we do it? If you want to have a new one, you can buy one yourself and change it, but we can also talk to our company to send us another one.
We cannot do it just because, but there are cases in which we can ask that they change the one we already have, that they send us a new one.
Speed provision
What does this mean? That we can request a new router if we hire a higher speed and our device is not compatible. If we are going to contract 1 Gb of speed, but we have a router that is only compatible with 500 Mb, we will not be able to use it. In this case, we can request a new device from our operator to be compatible with this higher speed.
We simply have to contact them so that the router can be changed or that a technician comes to make the changes that are necessary for it to start working.
if not compatible
As is logical, if they send us a router that is incompatible with our fiber… We can ask them to send us another one. In fact, it will be necessary for it to work. Although this happens in very few cases but it can happen. Imagine, for example, that you contract the Internet and they send you the router by Post Office. They send you a router for indirect fiber but you have direct fiber. What’s happening? That you can’t connect the cable without having an ONT but you don’t have an ONT either.
In these cases, we must request that they send us another one to be able to connect it and be able to connect to the Internet, a router where we can plug in the fiber cable.
Defective or broken router
If your router has broken, of course, you can ask them to send you another one. A technician will not necessarily have to go to install it, but you may simply receive a new device by post that you must connect and plug in. Although the normal process may be for someone to come to your home to see why it fails, why it doesn’t work and what can be done.
In case your router breaks you will not have to pay anything, in most cases. In the event of an Internet failure or if our router does not work, it is unlikely that we will be charged for the change, but it will depend on what happened. If it is clear that you have given a hammer to the router and you have to change it, of course, it is likely that they will claim you since it is a device on transfer and that does not belong to you. That is, you must return it when processing the cancellation.
A new router
If you have a very old router and you have contracted a rate with an operator that has launched a more advanced and new model, we can ask them to install it for us. If we see that there is a new model, we can claim it or request that ours be replaced if it is obsolete.
It will depend on the company and the router itself, it is likely that we will have to pay a supplement to have it or that they will simply send us a new one. This is the case of Vodafone’s most advanced router, for example, which forces us to pay an additional price of three euros compared to the use of others installed by the company.