topic Re: Router service issue in Plusnet Feedback

Router service issue

aledlewis1 — Wed, 26 Jul 2017 09:08:36 GMT

Hi,

Since it seems I can't e-mail, I thought I'd post this on here if only to register my annoyance. My broadband stopped working thirteen days ago. I called support who diagnosed a fault with the router. I can't complain about the service I received there, and it seems the diagnosis was correct. The representative said a new router could be dispatched if I paid postage, to which I agreed. The representative told me "you'll probably get it tomorrow, but it might be the day after".

Thirteen days later it still has not arrived. Frustrated with the lack of connectivity at home I actually went and bought a router myself. This has worked and my broadband is now functioning normally again. The annoying part is having to pay for postage which was clearly by a service that did not even guarantee delivery, much less in a timely manner.

I suggest to plusnet that you need to review your procedure in this area and see if it meets the standard you aim to provide. A refund of the postage fee would also be nice, but I won't hold out hope.

Thanks for reading.
Aled

Re: Router service issue

Chris — Wed, 26 Jul 2017 12:12:45 GMT

Hi Aled,

I'm very sorry the router hasn't arrived yet. I've ordered another one so even though you've bought your own you'll have a spare should you ever need it. I've also refunded the postage back to you.

Re: Router service issue

aledlewis1 — Wed, 26 Jul 2017 19:05:34 GMT

Hi Chris,

Thanks for your prompt and helpful response. I'm happy with that piece of good service. 🙂

Aled

Re: Router service issue

Chris — Thu, 27 Jul 2017 08:49:58 GMT

No problem at all Aled, glad to help

Re: Router service issue

aledlewis1 — Fri, 04 Aug 2017 21:34:12 GMT

Another week has gone by, still no router. My address on the account is right. I'm starting to suspect there's a local postman making a nice black market profit on stolen routers. It's not a problem since I'm all working now, just odd. 🤷‍♂️

Re: Router service issue

Gandalf — Tue, 08 Aug 2017 11:39:56 GMT

~~I like to think it's just lost in the post.~~

It looks like the component on the account may be stuck as the router is stuck in the awaiting processing stage. As a gesture of goodwill, I've sent you the Hub One which is an all-in-one router with a combined modem.

Re: Router service issue

bobpullen — Tue, 08 Aug 2017 11:47:04 GMT

The issue here is that staff have mistakenly placed an order for a router that is no longer stocked. I'll look into putting measures in place to prevent that from happening.

Re: Router service issue

aledlewis1 — Tue, 08 Aug 2017 12:01:34 GMT

Ah, that explains it. Thanks Gandalf and Bob!