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Router has not arrived

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DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Router has not arrived

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
10 REPLIES 10
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,174
Thanks: 1,048
Fixes: 405
Registered: ‎01-01-2012

Re: Router has not arrived

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Re: Router has not arrived

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?
Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Router has not arrived

Fix

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

DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Re: Router has not arrived

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...
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 24,105
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Registered: ‎21-04-2017

Re: Router has not arrived

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Re: Router has not arrived

Hi @Gandalf

 

I've just received it. Thanks!

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 24,105
Thanks: 8,709
Fixes: 1,407
Registered: ‎21-04-2017

Re: Router has not arrived

Glad to hear that @DaniW Thumbs_Up

Let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Re: Router has not arrived

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

 

 

JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 76
Registered: ‎06-08-2018

Re: Router has not arrived

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.  

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
DaniW
Dabbler
Posts: 22
Thanks: 4
Registered: ‎23-01-2018

Re: Router has not arrived

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!