topic Re: No hub received and engineer visit tomorrow in My Order

No hub received and engineer visit tomorrow

jambo1 — Sun, 17 Sep 2023 21:00:17 GMT

Im switching to Plusnet Full Fibre 145 tomorrow 18th September from Sky Q.
I still haven’t received the Plusnet wireless router, will this matter when the engineer turns up tomorrow.
Thanks.

Re: No hub received and engineer visit tomorrow

bobpullen — Mon, 18 Sep 2023 08:28:59 GMT

Welcome to the forum.

I've had a quick glance at your account and I'm not convinced that there's an installation booked for tomorrow

The notes suggest that the order that was placed to provide you with service was cancelled due the presence of another conflicting order on the line that is not due to complete until today.

If that's the case, then we won't be able to re-place the order until the line is clear. That order is then be subject to the usual provisioning timescales. The router is typically shipped by the system a few days ahead of installation.

Re: No hub received and engineer visit tomorrow

jambo1 — Mon, 18 Sep 2023 08:40:32 GMT

I haven't received any updates since I placed my order on the 9th August.

Still has the engineer visit as today, and no hub sent out.

Thanks.

Re: No hub received and engineer visit tomorrow

bobpullen — Mon, 18 Sep 2023 09:37:21 GMT

I'm going by the tickets logged against your account which you can view here.

Those updates should have been emailed to you by the looks of things but I'm guessing you never received them?

Do you know what the other order may be? Did you ask your existing provider to cancel the service?

Might be worth getting in touch with support, as there's only so much I can look into (provisioning isn't my forté).

Re: No hub received and engineer visit tomorrow

jambo1 — Mon, 18 Sep 2023 09:42:37 GMT

Hi,

Yeah I never received those to my email, makes sense now.

Sorted it with support now, just means I'll be without wifi for a bit though.

Thank you