1. Who owns the router
The 5G router we send is loaned to you for the duration of your contract. It remains the property of Precious Broadband. You can use it freely as part of your service — it just doesn't belong to you to sell, give away or modify.
2. Looking after it
Standard household conditions, please:
- Keep it dry and away from radiators, hobs or direct sunlight
- Don't drop it, paint it, take it apart or modify the firmware
- Don't pull on the antenna or external aerials
- Use the supplied power adapter
Fair wear and tear is fine. Light scuffs, dust, the odd scratch — we expect that and won't charge for it.
3. Faults & replacements
If the router stops working through no fault of yours, get in touch and we'll send a replacement free of charge. Most issues we can diagnose over the phone first — sometimes a power cycle is all it takes.
If the issue is caused by misuse or damage (e.g. liquid spill, dropped from height), we may charge a repair or replacement fee at cost. We'll always tell you the cost before charging.
4. Moving house
You're free to take the router with you when you move, anywhere in the UK. Tell us your new address so we can update our records and confirm coverage at the new location. If 5G doesn't reach your new address, see our cancellation policy.
5. Returning it
You'll return the router in two situations:
- You cancel within 14 days of the order being confirmed (your statutory right). Return within 14 days of cancelling.
- You cancel the rolling contract. After the initial 24-month term the contract rolls monthly — you keep using the router as normal. When you eventually cancel (with 30 days' notice), we'll send a pre-paid return label. Return within 14 days of your service ending.
What to send back: the router itself + the original power adapter. Cables and any aerials are nice-to-have but not strictly required.
6. If it isn't returned (or it's lost)
If we don't receive the router within 30 days of contract end, and you haven't been in touch, we charge a non-return fee of £150. The same fee applies if the router is lost during your contract. This covers the wholesale replacement cost — it's not a profit line.
We'll always send at least one reminder first, and we'd much rather get the router back than the fee. If you've genuinely misplaced it, get in touch quickly — we can sometimes help you find it (location services on the SIM, etc.) before the charge applies.
7. Lost or damaged in return transit
The pre-paid label we provide is tracked and insured. Keep your proof of postage — if it shows you posted it, the £150 fee won't apply, even if it never reaches us.
8. Questions
Anything unclear, email info@preciousbroadband.co.uk or call 020 3432 4086. I'd rather sort out a worry now than hit you with a fee later.