topic Re: Router in My Router

Router

Kerryw — Thu, 25 Sep 2025 10:14:12 GMT

My router was sent out over a week ago and it’s still not arrived. It’s a replacement one as my other stopped working. Royal Mail never received it when I’ve contacted them.
Can someone help me out please as im getting nowhere on other help topics. I need it for my work from home job.

Re: Router

jab1 — Thu, 25 Sep 2025 10:29:08 GMT

@Kerryw If you know it was sent out, you should have a tracking number - where does that tracking say it is?

Re: Router

Kerryw — Thu, 25 Sep 2025 10:35:16 GMT

I got a text message and a message from plusnet both saying same thing that the router was sent out last Thursday morning, then nothing since, no tracking, nothing, that’s why Royal Mail are saying they’ve never had it? I’m wondering if they did ever send it out. Thinking of cancelling with them as had nothing but problems from the start

Re: Router

jab1 — Thu, 25 Sep 2025 10:39:23 GMT

I don't quite understand that - AFAIK, both those communications should have included a tracking number, as they are only sent when the router leaves the warehouse.

Have you spoken to Plusnet?

Re: Router

Kerryw — Thu, 25 Sep 2025 10:47:47 GMT

Yes not getting anywhere as they’ve said they’ve sent it out 🙄

Re: Router

jab1 — Thu, 25 Sep 2025 10:49:46 GMT

Can you post the content of the email, removing any personal details, please?

Re: Router

Kerryw — Thu, 25 Sep 2025 12:01:41 GMT

Dear Mrs ward,
Thank you for getting in touch.
I have now sent you your new router which shou Id be with you within the next few working days.
It will come with a full set of instructions on how to set this up and you will need to connect any wireless devices to it using the new details foun d on the card you will receive with the router.
Kind regards,
[CSA Removed]

[Email notification sent to: [Removed]

Moderators Note: Personal information removed

Re: Router

Kerryw — Thu, 25 Sep 2025 10:53:33 GMT

Above is email
Then was the text as below
Hi from Plusnet. Your router has been ordered, it'll arrive within a few days

Re: Router

jab1 — Thu, 25 Sep 2025 10:56:15 GMT

Thank you. That is not a despatch notification, it is merely what a Customer Support agent has said they have 'arranged', it doesn't mean they have actually sent it.

Re: Router

Kerryw — Thu, 25 Sep 2025 10:59:09 GMT

So yes they’ve probably never sent it in the first place! Gonna look at cancelling with them as you never get to speak to anyone. I moved house and they keep wanting to send an engineer out to connect my broadband even tho that was completed in may as I was there when he did it

Re: Router

jab1 — Thu, 25 Sep 2025 11:07:28 GMT

And they have never sent you one - since May? I know things can occasionality go wrong, but I find that hard to believe.

@Marsh / @Windings / @Tina11192 / @LexLex2020 - any ideas?

Re: Router

Kerryw — Thu, 25 Sep 2025 11:11:10 GMT

No the engineer completed in may and I had a router. My router stopped working last week that’s why I need a new one.
I meant that I get a text message daily to book an engineer appointment even though I don’t need one as the engineer completed it my house move in may!
I’ll try ringing again but can’t see me getting anywhere as they say they’ve sent it even tho there is no tracking details!!

Re: Router

jab1 — Thu, 25 Sep 2025 11:13:42 GMT

Get you, now.

I have tagged the PN Help Team - hopefully one of them will pick this up for you.

Re: Router

LexLex2020 — Thu, 25 Sep 2025 11:15:09 GMT

@Kerryw

Just had a look!

Sorry about this, it looks like when the order for the router was placed it got stuck in processing. I can see it was ordered on the 18th. I have just re-issued the order.

I'll make sure it does not happen again!

It will be sent out by Royal Mail 24 Tracked. So should be with you tomorrow, all going well. But please allow a full 1-2 working days for delivery.

They should post it through the letter box if you have a standard sized one, and you will get an email once the router has dispatched through to royal mail.

So sorry for the delay in getting it to you!

Please reach out if you need anything further.

Lex

Re: Router

Kerryw — Thu, 25 Sep 2025 11:17:51 GMT

Thankyou very much everyone, at least I’ve got somewhere on here! Yes I’ve got a standard letter box so it will fit in there.
Many thanks again everyone

Re: Router

Kerryw — Thu, 25 Sep 2025 11:18:44 GMT

Will I get an email/text message this time with tracking details on?

Re: Router

jab1 — Thu, 25 Sep 2025 11:19:38 GMT

Yes.

Re: Router

LexLex2020 — Thu, 25 Sep 2025 11:30:01 GMT

Yes, you will. It will not come through right away, once it reaches royal mail you will get an email.

Lex