Fibre upgrade is happening today and not received a router

[boblothian1]

I upgraded to fibre last week and it was due to commence today, however, I have been billed for my previous plan amount today and have not received a new router, which I was told would be arriving. I cannot check to see if I have successfully changed the plan as it says there is a change pending on my account. Can someone look into this for me?

Thanks

[MisterW]

I upgraded to fibre last week and it was due to commence today

The date you are given initially is the earliest possible date. Its probably been pushed back from that date due to Openreach engineer availability to make the change in the local cabinet. The automated system doesnt always spot the change in date and inform the customer.

[boblothian1]

Nowhere in this confirmation email does it state that today is the earliest possible date, in fact, it says quite explicitly that the change is happening today. If this is the case I would strongly recommend changing the wording of your confirmation email. I've also not had any word on a delay to the service starting. 

[Strat]

Moderators Note
This topic has been moved from Fibre Broadband to My Orders.

[Gandalf]

Thanks for your post @boblothian1 and welcome to our Community Forums.

I'm sorry to see you've not received your new router or haven't had an update on your fibre order.

I can see we haven't yet dispatched the router as the order's delayed to the 25th due to engineer availability.

I've manually ordered the router now and we'll put it in the post as soon as we can. 

Let us know how things go on Thursday, it may take up to midnight for your fibre to go live.

[boblothian1]

Thanks for looking into this for me and ordering a router. If I have any issues I’ll let you know.

Thanks again.

[Gandalf]

No problem @boblothian1

Let us know if there are further issues or anything else you'd need help with