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FFTC Turn on - no router yet

amaye
Dabbler
Posts: 14
Registered: 02-02-2014

FFTC Turn on - no router yet

Hi,
Please could someone advise when your router is delivered?
I paid £5.99 to have a new router delivered for when I'm switched over to FFTC.
My appointment with OpenReach is tomorrow, but my router hasn't arrived yet.
I've had no communications from PlusNet saying if the router has been dispatched.
What happens if it doesn't turn up in the post tomorrow?
Thanks,
Andrew.
6 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: FFTC Turn on - no router yet

Hi Andrew,
I'm really sorry to hear that your router hasn't turned up yet. It's been dispatched, I hope it's with you for the installation tomorrow. If it isn't for any reason, please ensure that the engineer still carries out the installation and we'll do absolutely everything to ensure the router is with you ASAP.
Chris Pettitt
Cloud Environments Engineer
amaye
Dabbler
Posts: 14
Registered: 02-02-2014

Re: FFTC Turn on - no router yet

Thanks Chris.
When was the router dispatched?
If it's already dispatched, what can you do? Will you courier a new one to arrive by tomorrow?
Thanks again.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: FFTC Turn on - no router yet

The router has been dispatched today, usually they are sent our earlier - sorry about that.
If the router doesn't turn up on time, you can set up a PPPoE connection (http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows-7/) until the router arrives.
The routers are sent via Royal Mail - First Class, so I'm hopeful it'll be with you shortly.
Chris Pettitt
Cloud Environments Engineer
amaye
Dabbler
Posts: 14
Registered: 02-02-2014

Re: FFTC Turn on - no router yet

Hi,
I appreciate the speedy update and action, but overall this is pretty poor customer service. I debated leaving you guys after reading some stories on these forums, but I gave you the benefit of the doubt.
If it doesn't arrive by tomorrow, the least you can do is refund the postage cost. £5.99 should be enough to pay for next day delivery.
My master socket and router are in the garage. I have cat5e running around my house. My existing router, a Thompson gateway, plugs into a network switch. So I don't have the option of plugging my PC directly into the Open Reach modem.
Can I achieve the same with my existing broadband router?
Or do I just need to be attached to my network in order to create a dialler on my PC?
Are all my wireless devices and other internet connected items, like TVs, out of action until the router turns up?
Thanks.
Highlighted
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: FFTC Turn on - no router yet

Hi amaye,
I have created ticket 81436104 on your account regarding your fibre upgrade. Apologies for the delay and any inconvenience caused.
Community Veteran
Posts: 1,236
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: FFTC Turn on - no router yet

My router was delivered the following day by the GPO. That's what First Class postage is all about. Therefore, if your router doesn't arrive tomorrow then complain to the PO,not PN.
However, having said that, I soon treated myself to an Asus RT-N56U because the speeds from the PN router were abysmal.