topic Re: Router died and replacement advised, has it been posted? in Broadband

Router died and replacement advised, has it been posted?

twogandts — Tue, 02 Jan 2024 17:02:42 GMT

Router died on 26/12/23 and telephone support sent me an email saying a new one was ordered and should be with me in 2-3 business days. That would have been last week. I have not received anything. Has it been posted yet? Other folk are talking about a text notification, should I expect one of those too?

Re: Router died and replacement advised, has it been posted?

MatthewWheeler — Wed, 03 Jan 2024 13:30:46 GMT

Hi @twogandts

I'm really sorry to hear it's not arrived yet. Unfortunately it looks like we added the router to your account but didn't order it.

I've ordered it now and we'll get that to you as soon as possible

Re: Router died and replacement advised, has it been posted?

twogandts — Wed, 03 Jan 2024 19:11:47 GMT

Hi MatthewWheeler,

Thanks for getting back to me.

For anyone reading this and in a similar curious situation, I now have a confirmed order and a text confirming that an order has been made, which the text says will arrive within a few days. The text arrived just after MatthewWheeler's post. If you haven't got a text, I'd advise getting on to telephone support as clearly the ordering bit is incomplete.

I also have an email thanking me for ordering hardware from Plusnet. (Eh??)
In the email, under the heading "What happens next" it says:

"We'll email you again to confirm when your order has shipped" and
"Delivery normally takes 1-2 days from notice of dispatch."

I'm taking from all this that actually the router hasn't shipped and it has only been ordered, so in answer to my own question "Has it been posted?" the answer is no.

Gold star to MatthewWheeler on the star chart, although can't say I'm particularly impressed with Plusnet right now.

Re: Router died and replacement advised, has it been posted?

twogandts — Fri, 05 Jan 2024 13:46:02 GMT

Dispatch notified.

Also a £6.99 charge for postage and packaging.

Hmm.

Re: Router died and replacement advised, has it been posted?

twogandts — Fri, 05 Jan 2024 17:08:46 GMT

Router received.