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Dispatch of fibre router - when?

Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Dispatch of fibre router - when?

I ordered fttc upgrade at the weekend. The order for the router is still showing as:
"Hardware dispatch pending  The order has not yet been placed "
Is this normal - how far in advance of the installation date (one week from now) should the router be sent out?

Thanks.
34 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Dispatch of fibre router - when?

The router gets sent out First Class via Royal Mail and is usually with you 1 or 2 days before your installation is due to take place.
Our automated systems send the router out to you, to ensure you get this on time.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

Thanks
Second question - will I get confirmation of the requested installation date/time. Your email told me I would be informed if there was a problem, but how can I get confirmation that the visit has been specifically booked with BTW

Based on the many reports here of engineer no-shows, I'd like to get that checked before the day.
Thanks.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Dispatch of fibre router - when?

I'll take a look for you. Can you PM your account username please?
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

Thanks - PM sent.
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

Hi - since there will be no-one able to answer over the weekend, and I need to confirm time off to attend the visit, I'd really appreciate confimation by the end of Friday.

Thanks.
louialive
Grafter
Posts: 48
Registered: 03-07-2014

Re: Dispatch of fibre router - when?

Based on my experience I would recommend you ring PlusNet and get the information, don't wait for an email response. Especially if there is a problem with your order. Seems their system cannot handle order errors
dick:quote
Dhaos
Grafter
Posts: 140
Registered: 26-02-2013

Re: Dispatch of fibre router - when?

I wouldnt worry about confirming you date due to no shows. When i had my fibre installed last year it was 2pm and the engineer said it was his last job, he was meant to go to another job but seeing as it was 15 miles away it was pointless as it wouldnt be worth his time (he was a sub contractor so he got paid per job) so some unfortunate soul would have had a no show that day.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Dispatch of fibre router - when?

@louialive - I've dealt with this via PM.
@Dhaos - It is a real shame that this was the case :/ We don't have any control after the point of booking the engineer unfortunately.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

Thanks Chris - question fully answered in PM.
Dhaos
Grafter
Posts: 140
Registered: 26-02-2013

Re: Dispatch of fibre router - when?

Yeah Chris thats why i mentioned it, the OP can do all the preperation in the world but if the engineer decides that he doesnt want to do it for whatever reason then its out of everyones hands.
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

OK Chris
Don't know if you'll see this in time - phone system hopelessly clogged up.
Install due tomorrow - router has not arrived. Your automated systems seem to have failed to deliver in time.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Dispatch of fibre router - when?

The router was dispatched 4 days ago, I'm hopeful that the router will be with you tomorrow if that's the case.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Dispatch of fibre router - when?

OK - here's hoping.
Superuser
Superuser
Posts: 6,551
Thanks: 663
Fixes: 50
Registered: 30-07-2007

Re: Dispatch of fibre router - when?

Make sure you're familiar with setting up a direct pppoe connection from a PC just in case the router doesn't arrive http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows...
Beware that some of the contractor installers claim that they can't do the installation without a router, which is rubbish!.