topic Re: Update on order in My Order

Update on order

brignanojodie1 — Wed, 05 Oct 2022 16:29:17 GMT

Hello just wondering when I should be receiving my router as my Internet is due to go live on or around the 12th of October and I've still not received anything? Do I need to do something or? I've not had any updates on my order since joining plusnet so I'm just hoping everything is okay and I'm going to receive my router?

Re: Update on order

TheJayBee — Thu, 06 Oct 2022 13:25:05 GMT

My installation is also due on Wednesday and I haven’t received my router. They normally send them out to arrive a couple of days before installation.

Re: Update on order

bobpullen — Fri, 07 Oct 2022 11:15:15 GMT

The order for both of your routers was placed today.

Re: Update on order

TheJayBee — Tue, 11 Oct 2022 11:38:10 GMT

My installation is tomorrow and the router has not been delivered. Luckily I have a Hub One so that should keep me going for now.

Judging by the number of forum posts about routers not arriving in time, I don’t understand why PlusNet don’t send them out earlier.

Re: Update on order

Gandalf — Wed, 12 Oct 2022 00:39:05 GMT

Hi there, @bobpullen's post here https://community.plus.net/t5/My-Order/My-router-hasn-t-arrived/m-p/1892085/highlight/true#M25015 may offer some insight. In your case, we dispatched your router in the evening of the 7th October, so you should have received it by now. Hopefully it'll turn up in the next couple of days though.

Moderator's note by Mike (Mav): Typo edited as requested.

Re: Update on order

TheJayBee — Tue, 11 Oct 2022 11:55:35 GMT

The post just gives more reasons why PlusNet should send out routers earlier.

Luckily I’m upgrading. For a new customer not having a router means they can’t use the service and gives a poor first impression of PlusNet.

If routers were sent out earlier it would reduce the number of calls to your help desk.

Re: Update on order

brignanojodie1 — Tue, 11 Oct 2022 21:13:23 GMT

Hello, yes I received my order a couple of days ago so this is brilliant thank you so much. Hoping for good things with this company as I've not had a good experience with my previous provider... looking forward to getting it all set up. I must say you're on it with my order updates too I quite enjoy receiving the emails/texts about my order which is brilliant. Just awaiting on the go ahead for when my system goes live so I can plug in the router etc. Thanks again:)

Re: Update on order

Gandalf — Wed, 12 Oct 2022 08:54:45 GMT

Hi @brignanojodie1,

Cheers for the feedback! That's really good to see.

If there's ever anything you need help with, just us know.

Re: Update on order

TheJayBee — Wed, 12 Oct 2022 13:01:34 GMT

FTTP has been installed and is working. 😀

I still haven’t received my Hub 2 router - when will it be given up for lost and a replacement sent out please?

Re: Update on order

Gandalf — Wed, 12 Oct 2022 13:08:45 GMT

I'm glad that your FTTP service is working and sorry to see you've still not received your router.

It may be worth waiting a couple more days in case it's just delayed in the post.

If you haven't received it by the end of the week let me know and I'll get another ordered for you.

Re: Update on order

TheJayBee — Wed, 12 Oct 2022 13:59:55 GMT

The postman just came back after having already done a delivery, knocked on the door and “sorry, I should have given you this earlier “ and handed me a Hub 2.

All set up and working. Thanks for responding so promptly Gandalf.

Re: Update on order

Gandalf — Wed, 12 Oct 2022 14:03:51 GMT

Haha nice and no worries!

Let me know if there's anything else you'd need help with.

Re: Update on order

brignanojodie1 — Wed, 12 Oct 2022 16:02:44 GMT

Hello, just wondering when I would be able to plug in my WiFi etc as I currently Don't have any WiFi but I'm due to go live today with plusnet but I'm just wondering how long until it will go live and I can get everything plugged in etc? Thanks

Re: Update on order

Gandalf — Wed, 12 Oct 2022 16:07:07 GMT

Hi there,

The order's currently in progress still with our suppliers but it should complete anytime before midnight tonight.

We'll drop you an email and a text to let you know when it's ready to use so you can plug your router in.

Re: Update on order

brignanojodie1 — Wed, 12 Oct 2022 16:15:27 GMT

Thank you so much

Re: Update on order

Gandalf — Wed, 12 Oct 2022 16:16:47 GMT

No worries at all!

Re: Update on order

brignanojodie1 — Wed, 12 Oct 2022 20:23:01 GMT

Hello sorry me again I received a text saying my phoneline is ready to use to I've plugged everything in and now it's just showing the orange light? Thanks

Re: Update on order

SammyM — Sat, 15 Oct 2022 11:01:34 GMT

Thanks for getting back to us @brignanojodie1 and I'm really sorry for the delay, we're quite chocka.

I can see you are now connected and have a active connection, is there anything else I can help with today?

Re: Update on order

brignanojodie1 — Mon, 24 Oct 2022 22:07:55 GMT

Hello Gandalf I'm just wondering when I will be receiving the £75 voucher as I'm relying on this to get some good shopping and baby milk for my newborn as I'm really struggling at the moment and this will be a lifesaver. I'm hoping you can shed some light as this will massively help a single mum out. Thank you

Re: Update on order

adamwalker — Tue, 25 Oct 2022 08:19:13 GMT

Hi there Jodie, I'm sorry you've not received your reward card yet. I've raised an escalation to get that sent out so it's due to reach you within the next 14 days.