topic Re: Routers in Plusnet Feedback

Routers

gleneagles — Sun, 06 Jun 2021 16:14:26 GMT

Mentioned several times by others but why are routers not dispatched with a tracking number…

I accept this might add to the cost of postage and cost to customers but think of the time it would save for PN staff….

Confirmation to the customer the router has been dispatched….and if it does not arrive on time then the post office or delivery company is to blame and not PN.

Using the tracking number customers could clearly see any delays or issues with delivery.

Re: Routers

Baldrick1 — Sun, 06 Jun 2021 16:39:12 GMT

@gleneagles

I agree that it would cost extra. I also agree that it might help proportion blame. But if a hub doesn’t arrive then it doesn’t arrive. But, how does the new customer knowing which party screwed up save Plusnet staff time?

The unknown is what proportion of hubs that get delayed/go astray.

Re: Routers

gleneagles — Sun, 06 Jun 2021 18:39:19 GMT

A tracking number is provided by the carriers, if no tracking number was showing then clearly the item has not been posted.

I accept if it’s not been posted then PN would indeed be at fault but at least the customer would know if it had been sent or not and if sent where it was in the system

Re: Routers

jab1 — Sun, 06 Jun 2021 19:05:49 GMT

@gleneagles PN router/modems are sent by standard Royal Mail First Class - no tracking.

Re: Routers

198kHz — Sun, 06 Jun 2021 19:20:06 GMT

I think that was rather the point of the OP @jab1.

I'm not sure it would benefit the customer.

If an item doesn't arrive, it's up to the sender to chase it, tracking or no tracking.

Re: Routers

dvorak — Sun, 06 Jun 2021 19:25:01 GMT

we don't know how many routers actually go missing though
with a retail price of an extra £1 per router shipped it's probably just not worth it, even at a 10% loss rate (and I doubt it's as high as that.)

Re: Routers

jab1 — Sun, 06 Jun 2021 19:25:14 GMT

Maybe, @198kHz , but the number of 'missing in transit' router reports on here is a little worrying - they seem to have increased in number after the chaos caused by CV19 has somewhat subsided, and as they are, I assume 'locked' to PN/BT , I can't see the demand for them, although I do note that someone said there is a lot for sale?

Re: Routers

Baldrick1 — Sun, 06 Jun 2021 20:13:54 GMT

@jab1

I’m not convinced that there are a significant number. The non delivery of hubs reported here appear be split between:

1. Those that have automatically not been shipped because Openreach have delayed the go live date and Plusnet have failed to pass this on to the customer.

2. Instances when Plusnet have failed to order the hub.

3. Yes, alleged lost in the post.

I assume that there’s a lot for sale because for a bit more money you can get a superior hub. That’s without all those leaving Plusnet.

Re: Routers

jab1 — Sun, 06 Jun 2021 20:55:11 GMT

@Baldrick1 You are probably right (1) & (2) are disturbingly regular occurrences, but I have noticed a couple (3) happening (or so claimed - in one instance three times?

Re: Routers

Gandalf — Mon, 07 Jun 2021 07:34:15 GMT

Thanks for the feedback everybody.

Some good points raised here. I'm sure our products team are already aware but I'm tagging @bobpullen to pass on the feedback (He may not post but he should get a notification or email)

Re: Routers

Baldrick1 — Mon, 07 Jun 2021 09:02:56 GMT

‘Lost in the post’ is an interesting catch all.

Yes no doubt some packages do get lost, dropping down into a black hole, losing labels etc. but I suspect that the majority are stolen. What we don’t know is where in the delivery process. I once had non delivery of a sound bar. This was tracked to the distribution warehouse, so great, the seller knew where it disappeared but that did not help me, the customer, one jot.

Many of us are fortunate and live in properties with our own front door with a letterbox. However there are properties consisting of flats where deliveries are made to communal areas, there are letter boxes that won’t take a Hub and packages get left on door mats etc.

I fear that there is no easy solution in these circumstances.

Re: Routers

Townman — Tue, 08 Jun 2021 16:31:28 GMT

@jab1 wrote:

@Baldrick1 You are probably right (1) & (2) are disturbingly regular occurrences, but I have noticed a couple (3) happening (or so claimed - in one instance three times?

Which somewhat points to local "leakage".

Re: Routers

Strat — Tue, 08 Jun 2021 18:40:47 GMT

I'm aware of people having relatively large items delivered and left on the doorstep.

The following day the recipient then 'enquires about the delivery of their item' claiming nothing received.

After an appropriate period a replacement is despatched and received, the original item going on an online trading site.

Re: Routers

jab1 — Tue, 08 Jun 2021 19:08:48 GMT

@Strat Which is why many couriers now take a photograph of the item on delivery - even if they hand it to you - my Zen router was delivered by DPD and he he took a snap of me holding it. Previously, when restrictions were tighter, DPD, UPS and another courier I cant remember, have taken the snap in my numbered porch.