cancel
Showing results for 
Search instead for 
Did you mean: 

Fibre Optic Upgrade - No New Router?

FIXED
floorswine
Newbie
Posts: 2
Registered: 18-10-2016

Fibre Optic Upgrade - No New Router?

Hi, I upgraded to Unlimited Fibre Extra over a week ago, and my internet speed increased on Friday. However, I still haven't received the new router I ordered. Any idea where it's got to?? Thanks.

8 REPLIES
Gel
Pro
Posts: 1,386
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: Fibre Optic Upgrade - No New Router?

PN can BE  a bit lethargic in getting these out. Perhaps one day it'll improve & offer drone delivery!

floorswine
Newbie
Posts: 2
Registered: 18-10-2016

Re: Fibre Optic Upgrade - No New Router?

Any idea how long this typically takes? I'm paying for service I can't even access.

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Fibre Optic Upgrade - No New Router?

Fix

floorswine wrote:

Any idea how long this typically takes?


You're still connected on your ADSL service. The fibre order hasn't yet completed, this is due for the 28th Oct. Please ignore the email you've got advising this has completed. I'll also go and add a discount to your account to cover the period you've paid for where the service hasn't upgraded.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Superuser
Superuser
Posts: 2,584
Thanks: 971
Fixes: 8
Registered: 10-04-2007

Re: Fibre Optic Upgrade - No New Router?


Chris wrote:

You're still connected on your ADSL service. The fibre order hasn't yet completed, this is due for the 28th Oct. Please ignore the email you've got advising this has completed.


@Chris  Why hasn't this farcical situation with automation been addressed yet - it's been causing great confusion and frustration to customers for many months?  Add to this the additional work that support staff have to repeatedly perform must surely get it close to the top of the 'Action' list.

Assuming of course that PN still maintain such a list of technical change requirements.Funny

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Fibre Optic Upgrade - No New Router?

It's a frustration for me too, it's something I'm pushing but I'm not committing to any dates or timescales for it.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Boutrosmeister
Newbie
Posts: 2
Registered: 23-10-2016

Re: Fibre Optic Upgrade - No New Router?

Hi. Jumping in on this thread because the same's happened to me. Any idea when the router will arrive and service get switched over? Thanks in advance.

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Fibre Optic Upgrade - No New Router?

Your order is due for the 31st October, the router is on the way.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Boutrosmeister
Newbie
Posts: 2
Registered: 23-10-2016

Re: Fibre Optic Upgrade - No New Router?

Thanks for the update!