topic New customer - router missing in My Order

New customer - router missing

Shraaoh — Fri, 24 Jan 2025 17:35:25 GMT

Hi. My current broadband (sky) has cut off today and the Plusnet router has not yet arrived. I had a text on Tuesday saying that 'your router has been ordered and should be with you in a few days'. Is that a despatch message?? Anything I can do as I am now without internet? Thank you.

Re: New customer - router missing

jab1 — Fri, 24 Jan 2025 17:40:56 GMT

@Shraaoh I understand there are 'problems' - undefined - at the warehouse, so maybe your Hub despatch has been caught up in them. Hopefully, they will get resolved quickly, and your Hub despatched. When it is, you should get a text and/or email giving you tracking details etc. They are despatched via Royal Mail Tracked24.

Re: New customer - router missing

Shraaoh — Fri, 24 Jan 2025 17:43:38 GMT

Thank you, at least i know what to expect next. I live remotely so zero signal. Am using a neighbour's wifi to try to investigate. Going to be a boring weekend! 😞

Re: New customer - router missing

bmc — Fri, 24 Jan 2025 18:26:16 GMT

@Shraaoh

Were you given a tracking number number for the router? One is generated when the Router is dispatched.

Brian

Re: New customer - router missing

jab1 — Fri, 24 Jan 2025 18:28:20 GMT

@bmc As I have just said above, there is another 'problem' at the warehouse, and they do not appear to despatching.

Re: New customer - router missing

Marksfish — Fri, 24 Jan 2025 18:55:05 GMT

If you give a rough location, someone may have an old router you can use until yours arrives?

Re: New customer - router missing

Shraaoh — Fri, 24 Jan 2025 20:48:11 GMT

Nope, sadly not yet. Will try to call Plusnet tomorrow to see where its up to. Guessing I will be paying for the service despite not being able to use it!

Re: New customer - router missing

Shraaoh — Fri, 24 Jan 2025 20:49:14 GMT

Hi, thanks. Do you mean a plusnet router? I am not in the slighest bit techy sorry! I am Newbury area.

Re: New customer - router missing

Marsh — Sat, 25 Jan 2025 11:10:09 GMT

Hey @Shraaoh

I apologize for the delay caused by the warehouse. I checked your account, and it appears that Royal Mail delivered your router today. However, I don’t see an active connection on our end. Could you please confirm if everything is working as expected once you set up the router? If you encounter any issues, let me know.