topic Re: Not received router in My Order

Not received router

alan84 — Sun, 29 Oct 2023 13:11:55 GMT

Hi all,
Placed my order on 15th October with an activation date of tomorrow (30th October) A confirmation email states I'd receive the router before the activation date yet, tracking my order, it hasn't even been despatched. The phone lines are advertised as being open on a Sunday, but upon calling, they are closed! Today is the last day to cancel within the 14 day cooling off period. Online chat not much help, just saying I'll need to call tomorrow even though they told me they should be open today! Concerned that the planned activation won't go ahead as scheduled and thinking I should go back to my old provider for a better deal as a new customer who can probably activate quicker (already have the old hub). Should I wait til tomorrow or cancel the order and go ahead with the old provider (Sky, currently £25pm superfast)

Re: Not received router

jab1 — Sun, 29 Oct 2023 13:20:06 GMT

@alan84 Have you actually received a confirmed activation date, rather than anticipated one? What, if any, tickets do you have against your account Either open or closed?

Re: Not received router

alan84 — Sun, 29 Oct 2023 13:27:53 GMT

Hi John,
The 30th is the date I chose online as was the earliest one they had. Just back off holiday so haven't needed it for a week. Just rather frustrating tbh as I read good things about the company and the lady I chat to online when placing the order said I'll be up and running by that date, if not sooner🤦‍♂️

Re: Not received router

MisterW — Sun, 29 Oct 2023 13:28:24 GMT

Placed my order on 15th October with an activation date of tomorrow (30th October)

Are you sure that was a confirmed date ? When you place the order it gives an estimated earlist date, that can often be pushed back due to Openreach engineer availability in the area.

You should have received an email with a confirmed date ?

BTW did you explicitly cancel with your existing supplier ? if so that may well delay things.

Re: Not received router

alan84 — Sun, 29 Oct 2023 13:33:02 GMT

Wanted a sooner date but 30th was the earliest. I was out of contract with old provider and I decided not to continue due to their hefty price increase. This ended on 23rd October.

Re: Not received router

Anonymous — Sun, 29 Oct 2023 13:36:38 GMT

@alan84

Can you clarify @MisterW's question please:

Did you tell Sky that you were leaving them?

If you did, that could be what is causing the delay.

Re: Not received router

alan84 — Sun, 29 Oct 2023 13:39:25 GMT

I told Sky I'd keep the TV package but not the broadband. Nobody has told me before you guys on here that this would have an impact.

Re: Not received router

Anonymous — Sun, 29 Oct 2023 13:42:06 GMT

That could well be the problem:

Sky will have probably put a "cease" on your line, which is preventing Plusnet from taking it over.

Re: Not received router

jab1 — Sun, 29 Oct 2023 13:42:34 GMT

Interesting - you should have been informed/advised to leave any broadband/phone cancellation to the Gaining Provider - in this case PN.

Note you will not have a landline phone service.

Re: Not received router

alan84 — Sun, 29 Oct 2023 13:46:06 GMT

I was not advised on this either by Sky or Plusnet at the time I spoke to them both 🤦‍♂️

Re: Not received router

alan84 — Sun, 29 Oct 2023 13:47:24 GMT

Brilliant 🤦‍♂️ Worth calling up tomorrow then to see what's happening? Or cancel the order and reconnect to Sky?