topic Re: Delayed router delivery in My Order

Delayed router delivery

KassieF — Wed, 12 Jan 2022 21:45:29 GMT

I am waiting on my new router to upgrade from broadband to fibre (both plusnet) due to switch over tomorrow but new router hasn’t arrived. I do not want to be without WiFi, assume old router won’t work? Is the router tracked? Have looked on my account, there is a timeline but without dates or times!

Re: Delayed router delivery

Townman — Wed, 12 Jan 2022 22:02:20 GMT

Router delivery is not tracked.

Which router have you got? Hub Zero or Hub One? One works with both ADSL and FTTC, Zero does not.

If the installation had been delayed by BT Openreach the despatch of the router will have also been delayed. In some parts of the country mail has been delayed a week or more.

Only a staff member can advise on your current upgrade status.

Re: Delayed router delivery

adam945 — Thu, 13 Jan 2022 18:18:23 GMT

This did happen to be the case @Townman, the provision of the FTTC service was pushed back by Openreach due to engineer availability. @KassieF your FTTC service will be going live on 19/01/2022, and the router is now awaiting dispatch

Re: Delayed router delivery

KassieF — Thu, 13 Jan 2022 18:28:57 GMT

Hi Thank you both. I managed to get through to customer support who told me this. A simple email update would have been good. Just hope the router arrives in time.

Re: Delayed router delivery

Gandalf — Fri, 14 Jan 2022 10:38:49 GMT

Thanks for getting back to us @KassieF

Really sorry for the lack of communication. I can see your router was ordered yesterday, so it should be in the post tonight.

All being well, you should receive it on Monday, but if there's a delay, it should still arrive in time by Wednesday.

Let us know if you have further issues or there's anything else you'd need help with.

Re: Delayed router delivery

dvorak — Fri, 14 Jan 2022 10:38:33 GMT

Moderators Note

This topic has been moved from ADSL Broadband to My Router

Re: Delayed router delivery

KassieF — Thu, 20 Jan 2022 10:24:51 GMT

Hi Gandalf

the router arrived promptly, my fibre was due to go live yesterday, according to my account timeline (which has no dates or times) it has completed, I have had no notification to tell me this, when I spoke to customer services about the router delay he told me to set the router up before connection which I have done, but I was under the impression I would receive some notification it’s gone live!

this lack of notification is getting tired! Also finding access to customer service hard, the live chat seems to be an auto bot which is not helpful if you don’t fit into the categories it gives you, it just kicks you out, there is no direct email only a phone number or this community.

Re: Delayed router delivery

LaurenB — Thu, 20 Jan 2022 11:39:01 GMT

Hiya @KassieF, thank you for getting in touch. I am really sorry for the lack of communication received of your order and for the inconvenience this has caused.

I am pleased the Fibre service is now live. It looks like the update wasn't sent as although the change has completed on the supplier system, the change is 'stuck' on the account. I will put the steps in place to get this updated for you; you may receive a few automated emails on the back of these steps so please don't worry, I will update you myself once the amendments have been made.

In terms of contacting us, as well as contacting us over the phone and via the community, you can also reach us on Facebook or over on Twitter.

Re: Delayed router delivery

KassieF — Thu, 20 Jan 2022 13:36:37 GMT

Hi Lauren

Thank you for chasing it up.
I don’t do social media ☺️

Re: Delayed router delivery

LaurenB — Thu, 20 Jan 2022 13:44:27 GMT

No worries I can appreciate that. We're always happy to help on here should you need it!

Once the steps to update the account have been done I will be sure to let you know.