Where's my router?!

[#1]

So my internet got activated on Saturday and I haven't received my router. I don't think it's even been dispatched yet. What is going on plusnet?! So far your service has been poor. Charged £50 for a engineer visit when a engineer wasn't needed, had my broadband order cancelled and now no router.

[#2]

I've checked the account and can see you called in on the 30th.
Please reply back if the router still hasn't been received.