Router has not arrived

[#1]

Hello,

My new router for fibre broadband was dispatched on the 1st of November. 5 working days have passed since, but I have not received the router. Is this something normal? My previous router arrived 2 days after receiving the dispatch e-mail. My fibre connection was due to activate on the 13th and I'm worried that the router won't arrive on time. Any suggestions?

Dani

[#2]

Sorry to hear that you haven't received the router.

Can you confirm if you've had any missed delivery cards from Royal Mail?

Failing that it may be worth providing us with a different address to send it to

[#3]

No, I did not receive any missed delivery cards at all. I can give my laboratory/office address if it helps. I receive parcels using that address just fine. To whom should I give this to?

[#4 · Accepted solution]

Hi @DaniW sorry to hear this. You can provide this address via the ticket on your account here

[#5]

Hi Satss,

My internet connection died this morning, which I assume is caused by activation of the new fibre broadband connection. However, I'm still waiting for my router. Hopefully it will arrive tomorrow...

[#6]

Hi @DaniW

From what I can see your router was dispatched this morning.

Could you let us know if you don't receive it tomorrow?

[#7]

Hi @Gandalf

I've just received it. Thanks!

[#8]

Glad to hear that @DaniW

Let us know if you need any further assistance.

[#9]

Hello @Gandalf,

I have just received another router last saturday which was posted on the 31st of October. I assume this was the first router that did not arrive, before I asked for another router. How do I send it back to Plusnet? Thanks

[#10]

Hi @DaniW,  

How strange that the first router has suddenly appeared out of nowhere, considering it was over a month ago now. I can only imagine it got delayed in sorting. 

May I suggest keeping this router and retaining it as a spare for testing purposes - should it be required.  

[#11]

Hi @JOLO,

Indeed. It could be a sorting problem by Royal Mail or possibly one of the neighbors got it by mistake and just remembered to deliver it to my flat! I can keep it for now, no problem. Thanks!