Fibre Optic Upgrade - No New Router?
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- Re: Fibre Optic Upgrade - No New Router?
10-12-2016 9:34 AM
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Broadband product Unlimited Fibre Extra
Estimated speed 67Mbps to 80Mbps
This was on September. . apparently i had a new router on the way.......its now December...... still no sign
Fixed! Go to the fix.
Re: Fibre Optic Upgrade - No New Router?
10-12-2016 12:12 PM
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Assuming the router has not got lost in the post, there is no excuse for this [-Censored-] up.
I assume you have been charged for fibre so should be entitled to some sort of refund and compensation for the hassle involved.
I cannot understand why PN do not have a dedicated phone number for those with problems like this, staffed by people who have the necessary authority to take the required action on behalf of the customer....
Perhaps on second thoughts I can understand why they do not have such a line...
Personally I would have written to them giving 14 days notice for delivery and if it did not turn up, purchase my own router and send the ceo the bill, failure to pay would result in court action.
12-12-2016 12:46 PM
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Hi there,
I've looked over your account and no router was ordered or paid for when you went through the upgrade journey, which is why you haven't had one sent out.
If you wanted a new router I'd advise giving our customer options team a call on 0800 013 2632
Assuming the router has not got lost in the post, there is no excuse for this [-Censored-] up.
I assume you have been charged for fibre so should be entitled to some sort of refund and compensation for the hassle involved.
I cannot understand why PN do not have a dedicated phone number for those with problems like this, staffed by people who have the necessary authority to take the required action on behalf of the customer....
No router was ordered, this was an account that was already on fibre so they were able to keep online using the previous equipment.
We have a phone number for customers to contact us on, introducing a new one for different types of query wouldn't be suitable really as that's what the menu system is for.
Re: Fibre Optic Upgrade - No New Router?
19-12-2016 3:35 AM
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I dont actually have a landlines phone plugged (haven't got one don't need one) bit yet it's expensive to ring PN even if it's to pay my bill.
So PN I'm giving you 14days to honour your commitments !
Re: Fibre Optic Upgrade - No New Router?
19-12-2016 7:32 AM
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If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Fibre Optic Upgrade - No New Router?
19-12-2016 8:55 AM
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Hello @stik73
Looking into your account it appears your fibre service was upgraded online and a new router was not selected as an option as the P&P of £6.99 has not been paid.
If you would like the new router I'd suggest speaking with Customer Options on 0800 013 2632 as advised by Chris.
Apologies for any inconvenience.
If this post resolved your issue, please click the 'This fixed my problem' button
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