topic Router not delivered in My Order

Router not delivered

Flo94 — Mon, 10 Feb 2025 14:01:53 GMT

Hey, I decided to switch to Plusnet around a month ago (13th January) and I still haven't received my router. I've just had to fork out an extra £50 to my old provider as I was told plusnet would be sorting the switch. Is there anyway of speeding up this process or possibly sending another router if this one has got lost?

Thanks

Re: Router not delivered

jab1 — Mon, 10 Feb 2025 14:05:24 GMT

@Flo94 Have you been given a confirmed switch date yet? The Hubs are despatched via Royal mail Tracked24, to arrive with you 2-3 working days prior to connection.

Re: Router not delivered

Townman — Mon, 10 Feb 2025 14:07:16 GMT

Switch from what to what?

If this is a new FTTP installation it will be subject to BT new installation engineering capacity.

Re: Router not delivered

Flo94 — Mon, 10 Feb 2025 14:10:00 GMT

I believe there should be an engineer coming today, but I would've thought I would have the router ready for then. When I track the parcel it says it was dispatched in January but still hasn't been delivered.

Re: Router not delivered

Flo94 — Mon, 10 Feb 2025 14:11:15 GMT

Switching from virgin to Plusnet fibre. Think there's supposed to be an engineer out today.

Re: Router not delivered

jab1 — Mon, 10 Feb 2025 14:11:57 GMT

Is there a tracking number with that notification of despatch?

Re: Router not delivered

jab1 — Mon, 10 Feb 2025 14:13:04 GMT

@Flo94 wrote:
Switching from virgin to Plusnet fibre. Think there's supposed to be an engineer out today.

That could cause problems - the Virgin Hub won't work on Plusnet.

Re: Router not delivered

Flo94 — Mon, 10 Feb 2025 14:15:10 GMT

There is a tracking number that says it has been dispatched, so I'm a bit worried it's got lost in the mail room

Re: Router not delivered

Townman — Mon, 10 Feb 2025 14:16:01 GMT

If it has been despatched but not delivered, then the issue needs to be chased by Plusnet with Royal Mail. Think you have best give them a call.

Re: Router not delivered

jab1 — Mon, 10 Feb 2025 14:17:32 GMT

If there is a tracking number , put that in the Royal Mail 'Track and Trace' facility, and see where it says your parcel is.

Re: Router not delivered

Tina11192 — Mon, 10 Feb 2025 16:33:40 GMT

Hi @Flo94 thank you for taking the time to contact us, I'm sorry to hear that you have not received the router.

I can see that the order was part of a wider issue we have experienced in January where routers were not being sent out from the factory, we have tried to track all accounts affected, I'm genuinely sorry that this one has slipped through the net.

We have placed a new router order today and you should expect an email with the tracking reference in within 24 to 48 hours, I will monitor the account to make sure this one reaches you to prevent any further delays.