topic Re: Router Delivery in My Order

Router Delivery

Athom — Tue, 08 Mar 2022 11:22:06 GMT

I upgraded my fibre and ordered a new router on the 23rd February (2 weeks ago). The change went active on the 2nd of March yet I still don't have the new router nor any indication it has even been sent. I called on the 24th February as I had been charged twice for the router and one of the charges was refunded. Did this cancel both routers despite still paying for 1?

Re: Router Delivery

dvorak — Tue, 08 Mar 2022 11:34:55 GMT

Moderators Note

This topic has been moved from Fibre to My Router

Re: Router Delivery

SammyM — Wed, 09 Mar 2022 11:44:14 GMT

Hiya @Athom,

Thanks for getting in touch and I am really sorry for the confusion this whole experiencing is causing.

I can confirm that the Hub 2 has been dispatched today and will be with you in the next 3 to 5 working days.

I have also updated your complaint ticket and taken ownership of this for you until it is fully resolved. I will keep you updated, please get back to me if you need any further help in the meantime.

Re: Router Delivery

SammyM — Thu, 17 Mar 2022 15:45:31 GMT

Hiya @Athom,

Thanks for your continued patience, I appreciate it. I have managed to resolve the issue on the old account and I have sent you an update here.

Please can you get back to me once you have followed the steps and confirm it is all up and running?