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Disappointed! Not the best start!

Posts: 3
Registered: ‎22-08-2012

Disappointed! Not the best start!

So my PlusNet service started yesterday, with obviously my previous supplier ceasing.  So I get home, planning to install the PlusNet router and stop the kids from moaning about no internet.  To my surprise, considering the Service switch over had been completed, I had no Plusnet router!  So I called the Customer Service number and spoke to an analyst, whom apologised and confirmed the router was shipped yesterday, so happy that the router would be here today, I left it at that.  Guess what, checked my emails today and the route was only shipped today! with a 3 to 4 day turn around!  So I am paying for a services that I can not use, because a fundamental part of the services, the router hadnt been shipped before service start date.  What a joke! and a pain as I was planning on working from home tomorrow, which may now not be possible. 


Its not the best start, on switching to a new Service Provider!

Seasoned Hero
Posts: 7,679
Thanks: 3,422
Fixes: 239
Registered: ‎30-06-2016

Re: Disappointed! Not the best start!

Welcome to the forum.

Have you by any chance moved from BT? If so you can use your BT router. You will find setting instructions on the Router forum.

Seasoned Pro
Posts: 405
Thanks: 136
Fixes: 12
Registered: ‎07-04-2016

Re: Disappointed! Not the best start!

Plusnet Help Team
Plusnet Help Team
Posts: 22,225
Thanks: 7,652
Fixes: 1,292
Registered: ‎21-04-2017

Re: Disappointed! Not the best start!

Hi there.

Apologies that your router wasn't ordered automatically in advance of your order completing, this isn't good at all.

I can see it's been ordered now and whilst we'd advise 3-5 working days to set expectations, they are sent 1st class delivery and usually arrive within a couple of days.

In the interim as per the above posts if you have a router from another provider this may be compatible with our service. You could try setting it up using the details Here.

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