topic Re: Router not arrived - cant get help - Billing has started in My Order

Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 09:11:49 GMT

My router was sent out 8 days ago and hasn’t left from the origin DC. RM cant give me an update. I cant get through to Plusnet help, i’ve currently been on hold for 45 min, with 2 previous abandoned attempts to get through, its been over 2hrs on hold so far. I’m now getting billed from Plusnet! I work from home, and trying to tether from my mobile with really sketchy coverage. I dont know what to do to get my router?! I’m desperate! Please can someone help?

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 09:17:58 GMT

If the Hub has left the warehouse and is in the RM network, only RM can give you further updates. What did they say when you contacted them?

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 09:33:51 GMT

They said if the items hasn't arrived within due day + 7 day to contact the sender who will make enquiries on my behalf and may be able to claim for compensation.

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 09:38:48 GMT

Typical RM attitude I'm afraid, why they can't tell you why it has been sat there for over a week is beyond me, but I have a fairly good idea. However, Tracked 24/48 items are supposed to be given priority, so the only people to blame are Royal Mail, especially as (a) they have the item and (b) as said, these items are supposed to be prioritised.

@bobpullen - any thoughts?

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 09:50:19 GMT

I eventually got though to help (after 1hr 15mins on hold), who said the only thing they can do is send out another router .... via Royal Mail 😑

Realistically I can't see getting either of the routers this side of Xmas due to the strikes ... which is going to be a challenge with the kids and extended family visiting. Plusnet unable to send routers via any other means, apparently.

I am so p***ed off with it all.

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 09:54:33 GMT

There is only one villain in this - the Royal Mail strikers. sending another Hub is pointless, it will only get caught up in the ever-increasing piles of undelivered mail, and it is true, the only carriers PN have a contract with is Royal Mail.

Re: Router not arrived - cant get help - Billing has started

bobpullen — Fri, 16 Dec 2022 10:20:15 GMT

@jab1 wrote:
@bobpullen - any thoughts?

Not really, other than the fact that this is up there with one of the worst cases I've seen recently

@mohain - I think you'd be unlucky to be hit by similar delays a second time round. If it was par for the course then we'd be swamped, and from where I'm sat, the vast majority of routers we're shipping seem to be arriving on time.

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 10:22:48 GMT

Cheers, @bobpullen . Thought that was going to be what you would say, logically - once it has left the warehouse, it is out of your control.

Re: Router not arrived - cant get help - Billing has started

Longliner — Fri, 16 Dec 2022 10:47:24 GMT

@mohain My sympathies, even before the RM strikes my components posted via Tracked 48 took 192 hours to travel 200 miles. You don't say your package but if FTTC have a look at Gumtree and ebay and see if you can find a BT HH6 locally, about £10 to £30, would be worth a trip to enjoy the Christmas programmes (!) Works great on Plusnet.

Mike

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 11:14:57 GMT

Thank you @Longliner My package is Unlimited Fibre Extra. Would the BT HH6 work with that (I'm so out of touch with the latest broadband types)?

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 11:21:54 GMT

@mohain The HH6 works with any FTTC product.

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 11:32:24 GMT

Thanks @jab1

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 11:38:47 GMT

Will the BT ~~Home~~ Business Hub 5 work? One in my area for sale [EDIT]

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 11:40:34 GMT

I am fairly certain it will - will go and check.

Yep, it will work - see stickies at top of the 'My Router' board for details.

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 11:39:31 GMT

Sorry, i edited my post, it's actually a BT Business Hub 5

Re: Router not arrived - cant get help - Billing has started

jab1 — Fri, 16 Dec 2022 11:41:14 GMT

My edited answer still applies

Re: Router not arrived - cant get help - Billing has started

mohain — Fri, 16 Dec 2022 11:58:23 GMT

Thank you @jab1

Re: Router not arrived - cant get help - Billing has started

Longliner — Fri, 16 Dec 2022 12:05:50 GMT

Glad you found one. Excellent setup instructions on this forum. Good luck!

Mike

Re: Router not arrived - cant get help - Billing has started

mohain — Sat, 17 Dec 2022 10:41:42 GMT

Just to complete this thread the replacement that was ordered yesterday arrived today. If the previous one ever turns up i will send it back. Thanks everyone for your help.