topic Re: Broadband activated 21/10/08 and still no hardware (modem) !! in Plusnet Feedback

Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Thu, 23 Oct 2008 09:24:18 GMT

Hi Plus Net
i keep calling and asking where my modem has got to
The posty has just been and still no modem
i keep being told its been sent with royal mail and cannot be tracked
Can someone tell me where my modem is as im paying for broadband which i cant use yet !
The modem was sent 2 days and 15 hours ago i think
Why wasnt the modem sent out early to avoid this happening???
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

Chris — Thu, 23 Oct 2008 09:42:54 GMT

Sorry to hear that you haven't received your modem, I've just had a look on your account and can see we ordered it once we had received a confirmed activation date from BT. That was on the 17th, however as it's a weekend it was sent out until the Monday. I'm honestly not sure why it hasn't arrived yet, I can see that you selected a different delivery address to the one the broadband is being activated at, have you checked that it hasn't arrived there?

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Thu, 23 Oct 2008 09:56:19 GMT

I asked for it to be delivered to work
It might have arrived at home today though (hopefully)
I will check after work
If it still hasnt turned up what should i do?

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Thu, 23 Oct 2008 10:12:21 GMT

Hiya,
I'd be hopeful that it arrives today.
If it hasn't arrived by tomorrow morning, please let us know and I'll get another sent out to you.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Thu, 23 Oct 2008 11:00:53 GMT

Can you not see on a system what delivery address it went to
I asked for lee and plumpton (work)
But it may have gone to my home address Kishorn way???
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Thu, 23 Oct 2008 14:12:43 GMT

Hiya,
The router will certainly have been addressed to your work address.
We have very limited tracking available once the router has left the warehouse, but like I said earlier, I'll be happy to send another one if it hasn't turned up by tomorrow.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 09:04:04 GMT

Still no modem
I take it my next billing date will be put back by the amount of days i havent been able to use my broadband?
Can you send me one special delivery so i get it in the morning at my home address?
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 09:39:25 GMT

Or even better would be a same day courier to my work address?
Im here until 4.30pm
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

HPsauce — Fri, 24 Oct 2008 09:43:14 GMT

If you want action, confirm that in a ticket PDQ; remember this IS just a user Forum that PN staff participate in.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Fri, 24 Oct 2008 12:46:32 GMT

Hiya,
I'm trying to arrange for this to be sent to your home address tomorrow. Just trying to liaise with BT to make sure that this happens.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 13:36:25 GMT

Hi
I phoned this morning and spoke to Matthew Tucker i think
He said he was going to get one sent out today to my home address and i was to let you guys know when it arrives so you can sort out the billing issue
Do you mean you were liasing with royal mail to ensure it gets delivered tommorow?
Cheers

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Fri, 24 Oct 2008 13:42:10 GMT

Not quite, no.
I've spoken to our warehouse to get your router sent out Saturday delivery instead of the usual 2-3 day delay.
So basically I'm just trying to expedite Matthew's order.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 14:09:31 GMT

Cool thanks for all your help
Do you know if its guaranteed to be delivered by a certain time saturday?
And could you confirm once its all sorted
Thanks again
Nathan

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Fri, 24 Oct 2008 14:13:30 GMT

I don't know yet I'm afraid, but as soon as I hear back I'll let you know.
Ian thinks that Saturday Delivery means before noon, but he's not 100%.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 14:38:45 GMT

Im pretty sure it is before 12 noon
Has the delivery been set up for tommorow though?
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Fri, 24 Oct 2008 14:40:24 GMT

I've just had confirmation that you'll receive delivery tomorrow via ParcelForce.
Just trying to confirm when it will be received by.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

James — Fri, 24 Oct 2008 15:20:27 GMT

Hiya,
The router will be delivered by 16:30 at the latest.

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Fri, 24 Oct 2008 15:23:41 GMT

Thanks for all your help
I will be there until 1pm tommorow so could you give parcelforce a note to say leave it with one of the neighbours and i will collect it from them if im not home
Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

nseaman — Mon, 27 Oct 2008 08:33:13 GMT

Got the modem saturday (25th)
Plugged in and working fine !
Thanks for everyones help with this matter
Could someone also confirm my next billing date please...? i spoke to someone on the phone and they said they would put it back due to me not recieving my modem
So the next billing date will now be the 25th Nov or something?

Thanks

Re: Broadband activated 21/10/08 and still no hardware (modem) !!

pierre_pierre — Mon, 27 Oct 2008 08:53:29 GMT

you should find the info towards the bottom of this page https://portal.plus.net/my.html?action=view_details&s=0