Support Index

DrayTek UK & Ireland Support

The resources on these page are for users in the UK and Ireland only. If you are outside of the UK/Ireland, please contact your local supplier, the local support resource in your country or use the DrayTek International site instead.

Before contacting the support department, please do check the documentation in the FAQ and VFAQs on this page (see below) as most commonly asked information is already there in detail.

These additional support resources are also available:

Router 'VFAQ' (Very Frequently Asked Questions)

Router FAQ (Frequently Asked Questions)

DrayTek Firmware Updates (Downloads)

DrayTek UK User Forum

DrayTek International Support

Connectivity Helpline

Internet Connectivity Helpline

Please read this before calling

Technical Support (Get Help!)

UK & Ireland Technical Assistance

This service is available to users within UK/Ireland only. If you are, then to ask a technical question regarding your DrayTek Product or you believe your product may have developed a fault and needs service under warranty, please Click Here to contact the UK support department.

Premium Support

Premium Telephone Support

The manufacturer's online resources/FAQs and other services which are available are recommended in the first instance as they are regularly updated and may answer your queries quickly. For advanced feature support (e.g. VPN setup/planning which most dealers do not provide free support for) or when your regular support services are closed, premium telephone technical support is available for DrayTek products.

Tel : 0905 509 2201

• Calls are charged at 75p/minute (rate correct at 1st March 2004)
• Call charges from mobile phones or some other networks may vary
• Service normally operates from 9:00am to 5:30pm Monday to Friday
• Service may also be available sometimes outside of these hours.
• Calls may be recorded for training, quality and security purposes.
• This telephone service is not operated by DrayTek Corp.

This service is operated by :
Bonus Ltd, EBC, Elstree Way, Herts WD6 1RX
Tel : 0870 745 8550 (For queries about the service only)

Warranty

Warranty Information

All new Vigor routers/firewalls purchased through official UK channels have a manufacturer's 2-year warranty to the original purchaser (proof of purchase is always required); this does not include 3rd party/non-retail products which may have their own arrangements (see later). Peripheral accessories have a 12 month warranty (including WLAN adaptors, modems etc.). Where units are sold re-conditioned, graded or second hand by third parties or private vendors, the original manufacuturer's warranty does not apply but your supplier may still have offered some warranty (for example 90 days on re-conditioned units) so it is very important that you keep your proof of purchase safely (e.g. your original invoice) in order to prove any warranty validity. A credit card statement is normally inadequate as it does not show the actual product purchased or serial number.

The full terms of the warranty for the original purchaser are shown in your user manual, but here is a brief summary. Any details shown here are in addition to the main warranty and any statutory rights of either party applicable; such statute taking priority.

Where you have acquired a faulty product but have no proof of purchase, the product is out of warranty, the fault is not covered by the warranty (e.g. it has been damaged) or you cannot otherwise show any warranty validity, the service may be able to assess the repair costs for you. For missing parts, the service centre can also provide a cost price for replacements.

1. DrayTek Corp. offers the warranty to the original purchaser against failure for a period of 2 years or 12 months (depending on the product) from the original purchase date on all new products.
2. The standard warranty is 'return to base' (RTB). The owner is required to return (take or send) the product to the service centre, having firstly logged the fault/problem and obtained an 'RMA authorisation number' from the service centre. An item repaired under warranty will be returned to the owner at no additonal carriage cost to the owner (UK only)
3. 'On-Site' warranty or 'Advance Replacement' of products is not offered as part of the standard warranty, although this may be offered as an additional cost service by your dealer or the service centre.
4. As the standard warranty is 'RTB' only, where a product is considered 'mission critical' the owner should ensure that they have taken necessary steps to avoid service interruption. As an example in assessing this, imagine you spilt coffee inside your router - would your operation be inconvenienced by this (note : accidential damage such as that is not covered by the warranty).
5. Any fault should be reported promptly to the owner's dealer or service centre, and any claim under this warranty should be made promptly. For the avoidance of doubt, "promptly" is considered to be within 14 days of the fault first becoming apparent to the user.
6. The warranty covers failure of the physical hardware only and does not extend to your other peripherals, any included/bundled/installed software or firmware or any other items. Covered failure is that caused by faulty workmanship or components which were present at time of purchase.
7. The extent of the warranty provides for repair (or replacement if necessary) of the product only, in order to restore its original working condition. No cover is offered or responsibility accepted for any consequential loss (financial or otherwise) which may result from the failure or temporary inoperation/absence of the product, either directly or indirectly.
8. The warranty does not include re-configuration (setting up) or re-installation of your product. It will normally be sent back to you in a 'factory default' condition; you should therefore keep a regular backup or notes of the router's configuration in order that you can restore it yourself and have someone available who is able to re-install the product.
9. The warranty does not cover accidental or deliberate damage, for example but not limited to mechanical trauma (e.g. dropping, spillages etc,), electrical trauma (e.g. mains/line surges, lightning, mis-connection/shorting), mis-use or use in unsuitable environements (damp or external environments). Your own home/office insurance may cover such instances.
10. The warranty is voided if you have modified the unit in any way, other than that approved or advised officially by the manufacturer/distributor, or where it has been used in any way or for any purpose it was not reasonably intended for, or where the unit or its decals/serial numbers have been tampered with in any way.
11. Where a fault is not covered by the warranty, the service centre can normally arrange an assessment (at no cost) for the actual repair costs.
12. For any claim under this warranty, the owner will need to produce an original sales invoice/receipt from their dealer showing the specific model name/number. A financial bill (e.g. credit card bill) shall not normally be considered adequate unless the specific product is listed. Please do keep your invoice/sales receipt safely !
13. "Original purchaser" is defined as the person buying a new & unused product from a DrayTek authorised dealer in the UK.
14. "Purchase Date" is considered to be the date of original purchase by the owner as shown on his/her sales receipt/invoice, or the date that they first received the product, whichever is earlier.
15. This warranty excludes items purchased by personal import (from outside the UK/NI/CI) or where the product has not been supplied through official UK distribution channels, except where specifically agreed by the service centre.
16. This warranty and document is provided as a guide and courtesy only and does not for part of any contract or legal obligation whatsoever on the part of manufacturer, distributor, their agents or the owner/user of the product.

Please remember : Before sending back a product for repair, please contact your dealer or the service centre for an official returns authorisation number, which is used for prompt processing and tracking. Items received without a valid RMA will not be accepted by the service centre and will be either rejected or returned are your own cost. This ensures efficient and prompt handling of authorised returns - and also prevents items being sent where the problem can perhaps be resolved locally.

Non-Retail / OEM Products

Regular 'retail' DrayTek products are supported directly by DrayTek's UK support operations or by your own dealer as detailed above. DrayTek also produce products for third parties (other companies), for specific markets, other countries or products not intended for general retail sale, where specific support facilities will have been arranged. In those cases, the third party will have their own support arrangements and you should contact them directly for any support or warranty issues. Except where it has been specifically arranged, the UK service centre and support facilities are not available for non-retail products.