topic Re: New router not received in My Order

New router not received

Kaybee — Wed, 13 Apr 2022 06:09:11 GMT

Hello

I am a new customer. I was informed that my activation date would be yesterday but I waited and waited. I have not received a router nor did I get activated yesterday. Can someone help please?

Re: New router not received

Gandalf — Wed, 13 Apr 2022 15:04:44 GMT

Hi there,

I'm really sorry for the delay. I can see your order completed with our suppliers yesterday but the activation looks to have been stuck in our systems however looks like you've rang us and we've pushed the activation through manually.

As a result of that, we hadn't automatically ordered your router but we've manually done that now and we'll get it put in the post as soon as possible. Really sorry again for what's happened.

Re: New router not received

Kaybee — Thu, 14 Apr 2022 06:55:31 GMT

Hi Gandalf

I am not happy about this at all. Not only have I had to wait almost 4weeks without internet since placing my order but now I have to wait again until my router comes after my supposed activation date? My husband’s has been unable to work because of this.

Re: New router not received

adamwalker — Thu, 14 Apr 2022 08:44:48 GMT

Hi @Kaybee, I'm so sorry about the further issue after you've already waited 4 weeks without a service. I've picked this up and taken ownership for you and have added an update to a ticket on your account with further details: https://www.plus.net/wizard/?p=view_question&id=223632002 I'll work on this with you until we've got it fully resolved and will make sure you get compensated.