topic Re: My Router has not arrived in My Order

My Router has not arrived

Andre1 — Thu, 15 Sep 2022 13:44:49 GMT

Had an email saying my router has been dispatched on the 6th of September. It has not arrived and my fibre broadband has been up and running since the 14th of September. I tried contacting Plusnet via phone line but been stuck on hold for hours.

Re: My Router has not arrived

Gandalf — Sun, 18 Sep 2022 12:17:57 GMT

Hi there,

I'm really sorry to see this. Can you drop me a PM to confirm your full address? I suspect the issue's due to the way your address is formatted in our systems so it likely has been lost in the post.

Before being able to PM you'll need to just post back twice more.

Re: My Router has not arrived

Andre1 — Sun, 18 Sep 2022 20:18:30 GMT

Sure, Thanks

Re: My Router has not arrived

Andre1 — Sun, 18 Sep 2022 20:21:07 GMT

Posting twice

Re: My Router has not arrived

Gandalf — Tue, 20 Sep 2022 12:45:41 GMT

Awesome thanks Andre. I've PM'd you but just to post back here, from what I can see your address doesn't exist in Royal Mail's database so our systems had part of the address missing.

I've now updated our own address database based on what you've said as I can see a line installed at your address, but I'd recommend letting Royal Mail know by filling out this form: https://www.royalmail.com/personal/receiving-mail/update-your-address so that they can update their database.

I've also sent you a new router and assuming the postie knows where to go, you should get it this week (at the latest 3 to 5 working days). I'm afraid I can't leave delivery notes, due to the way our systems interact with our warehouse's systems, but hopefully it's obvious where to leave the package!

Let me know if there are any issues.