Is this normal?

[#1]

Today the engineer was supposed to come to install the fibre or whatever from 8am-1pm.
The engineer never came and now I checked the status of the broadband order and this is
what I found. The router hasn't even been shipped and the new broadband should have been up
by now. I already called the plus.net support and they told me BT will call me in the next 48
hours. However I am very curious about why the router hasn't even been shipped yet.

[#2]

Raise a ticket or contact them via online chat, you should get your router before the engineer comes otherwise you wont be able to access the internet.

[#3]

Unfortunately it looks as though the Plusnet ordering system has stalled
This is a frequent complaint that there isn't an automatic - whoops something has gone wrong flag - system of triggering a manual investigation

[#4]

I would call them and pin them down.  Raising a ticket can take days.  You'll be on hold for a good while but it will be worth it in the end.  I would insist on being put through to Provisioning, too, as 1st line are often poorly trained and have been known to give incorrect answers.  Provisioning tend to be more accurate

[#5]

It looks like the order was placed correctly on this occasion, though there had been little progression on our supplier's side.
I believe that my colleague has gotten in touch with OP and their line should be active by Friday. Really sorry for the delay here.
Matty

[#6]

This happened to me as well.  It wasn't until the day before the install did I know that there was a problem at the order stage.  I wasn't informed by phone or email, despite the blub claiming that I would be informed by email/SMS throughout the order stage.  I only found out when logging on to the account.  What happened was that the address of my landline number didn't match BT's database.  My house is a new build and when the original BT line was put in the address used was the plot number of the developer.  When I ordered fibre using the current address "the supplier" couldn't match it against the Plot number address. 
I called Plusnet and they were able to put the order through whilst I was on the call. I did receive email and SMS notifications on the order from then on. The install was then some 2 weeks after that.  The engineer was brill - I was the last call at around 3 in the afternoon but apparently he had started at 6am.  As it was a new build house it was a really simple job for him.  All he did was to swap the faceplate on the master socket and plug in the modem.