No router received transfer today

[#1]

Transfer today to Plusnet, still no router received!  Paying for a service I cannot access.

[#2]

Hi there, I'm really sorry for the late dispatch of your router, I'll make sure we look into what's happened. I'll get the postage and packing fee refunded and if you could please let me know here when it arrives I'll also make sure that you get a refund for the time without service.