topic Re: Router not received in My Order

Router not received

diw — Sat, 17 Dec 2022 19:46:27 GMT

On the 10 November I renewed my contract for another 18 mths and requested a new router. I was told there would be £6.99 charge for this which I agreed to. I have a copy of "Your Plusnet Basket" showing the new figures for Broadband, call plan, discount and Router postage and packing.

No Router has been received and I therefore thought I might need to pay the charge first on the next bill. However, my next bill has arrived today, but does not show any charge for £6.99.

Can someone please arrange a new router and advise how payment is to be made.

Thank you,

diw.

Re: Router not received

jab1 — Sat, 17 Dec 2022 19:52:45 GMT

Sounds like the Hub never got despatched, @diw . I would give them a call, or hope one of the Help Team pick this up.

Re: Router not received

bobpullen — Sun, 18 Dec 2022 10:28:37 GMT

@diw - it looks like the advisor that processed the re-contracting order chose an odd method of adding the hub to your order meaning neither the P&P charge was applied, nor the hub order placed.

I've kicked the order into the right state so it should be in the post on Monday. It may take a while to get to you due to the backlogs caused by recent strike activity, however you'll be send a tracking reference once it's left the warehouse.

Re: Router not received

diw — Sun, 18 Dec 2022 10:47:41 GMT

Hi bobpullen,

Thanks for your help - at least I know what appears to have happened.

Regards and Happy Christmas.

diw