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Router not arrived and activation date was yesterday.

DB2
Newbie
Posts: 3
Registered: 07-03-2018

Router not arrived and activation date was yesterday.

I have paid for a new router and it has not arrived. My activation date was yesterday but I have not received any communication apart from a new bill.

I've tried live chat on and off when I can and also rang but didn't have hours to wait and I cannot find an email to ask anyone.

What is the best way to sort this please?

 

6 REPLIES
Moderator
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Re: Router not arrived and activation date was yesterday.

Moderator's note by Mike (Mav): OP post in Broadband removed because cross-posting is not allowed as per Forum rules.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
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Registered: 21-04-2017

Re: Router not arrived and activation date was yesterday.

Hi there. It looks like your upgrade has been delayed to the 13th due to engineer availability in your area.

 

We'll make sure your router arrives before then. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 309
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Registered: 11-01-2018

Re: Router not arrived and activation date was yesterday.

Hi @DB2

 

I can see that your router was dispatched a few days ago, so should be with you shortly if it hasn't arrived already.

 

Let us know if there's anything else we can assist you with.

 

Best Wishes,

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
DB2
Newbie
Posts: 3
Registered: 07-03-2018

Re: Router not arrived and activation date was yesterday.

Router has arrived. Second activation date was yesterday but no change and no information. I keep unplugging old one and plugging in new one. Very boring waiting and then unplugging new one and reconnecting old one.

Will old router show as not working when I’m actually connected?

Debbie
Baldrick1
Seasoned Champion
Posts: 1,443
Thanks: 625
Fixes: 49
Registered: 30-06-2016

Re: Router not arrived and activation date was yesterday.

If you’re changing from standard broadband to fibre then the Hub One that you have been sent works on both. If you use this now it should automatically change over when the service is upgraded.

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,564
Fixes: 414
Registered: 21-04-2017

Re: Router not arrived and activation date was yesterday.

Hi Debbie. Just to echo on here with what I've updated your ticket with.

Our suppliers have advised us that the fibre work was delayed due to engineer availability.

Sorry for the inconvenience caused

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team