topic Installation delayed and MIFI not sent in My Order

Installation delayed and MIFI not sent

mattio — Thu, 23 Oct 2025 12:10:13 GMT

Hi,

I was told my broadband would be connected by 22 October, but the order wasn’t processed properly and has been delayed until mid November. I was promised a MiFi router to use in the meantime which should have arrived yesterday, but it hasn’t.

When I called, I was told to expect a DPD message and to text Plusnet this morning if I didn’t get one. I’ve had no message from DPD, I’ve texted back, and I’ve had no reply.

I’m getting really fed up with the poor communication and delays. I’m starting to think about cancelling altogether. Please can someone update me urgently on what’s going on and what my options are?

Thanks

Re: Installation delayed and MIFI not sent

Christopher_G — Fri, 24 Oct 2025 10:43:26 GMT

Hi @mattio

Have you heard anything about the delivery, or spoken with our Customer Support team since posting here?

If they've checked the order and confirmed it's being processed, the next step is usually a text from DPD.

If you'd like someone to check your order or discuss your account specifically, I recommend giving us a call.

Chris

Re: Installation delayed and MIFI not sent

Townman — Fri, 24 Oct 2025 16:58:50 GMT

@Christopher_G I read the OP as having been down that route, failed to get ethe assistance they needed and have come here for enhanced support from the forum staff

Re: Installation delayed and MIFI not sent

mattio — Sat, 25 Oct 2025 07:20:25 GMT

Thanks both. Townman was correct, however I ended up calling again and it turned out for a third time the MiFi device hadn’t been ordered. It has finally been delivered albeit without the return label, so I await the £60 fine when I can’t return it... In total I’ve had 6 calls with Plusnet totalling about 2 hours, all for a simple home move - if this was my first order with Plusnet I’d have already cancelled my order but I’m already tied into my previous contract.

Re: Installation delayed and MIFI not sent

DerekW — Sat, 25 Oct 2025 08:56:03 GMT

@mattio You would have signed a new contract for your home move and if PlusNet had failed to fulfil that contract in a satisfactory manner you would have been well within your rights to cancel with no penalty to yourself.

Re: Installation delayed and MIFI not sent

Townman — Sat, 25 Oct 2025 09:14:11 GMT

That could be correct. However if the issue is BTOR infrastructure installation, unless there’s an alt net available then the experience with a different ISP is unlikely to be different … it’s the same BTOR workforce.

Re: Installation delayed and MIFI not sent

mattio — Tue, 28 Oct 2025 10:10:23 GMT

The main issue was that the first advisor I spoke to did not initiate the transfer of address so I’m now 4 weeks delayed in the BTOR timeline because of that. Following that, every advisor I’ve spoken to has either dismissed the issue as not being something they can help with (for example I was first told I would not be eligible for a MIFI device for the interim) or promised a fix to the problem only for what they have offered to not happen. It’s very poor customer service and makes me worried about being tied in for another 2 year contract. At this point rather wait again for BTOR with another provider who offer good customer service.