Fibre upgrade

[#1]

Interesting, seems to be a bit of theme here... Wish I'd read the forums first.

Ordered an upgrade to Fibre on my account a couple of weeks ago. Payment was taken for the router and direct debit was updated. However, I heard nothing since, and the status of the order was stuck at "pending" under "Account Details" in the portal. I contacted support, who put a ticket on the system saying Openreach weren't going to be in the area for 4 weeks (!), not in Plusnet's control but a little frustrating. However, I have not received my router yet. I replied to the ticket but as yet have had no response.

So I suppose 2 questions;

1) When should I expect my router that I paid for to appear

2) Why isn't there a nicer system for tracking order progress? I only need something to say "Chill out, everythings fine" but without that it's very easy to get tetchy - Plusnet are going to/have already taken my money, but I may end up without service if items aren't lined up correctly.

[#2]

Hi there,

@graebob wrote:

1) When should I expect my router that I paid for to appear

We'd automatically send the router 48 hours before your activation date. But I've just done that for you manually so you should receive it shortly.

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@graebob wrote:

2) Why isn't there a nicer system for tracking order progress? I only need something to say "Chill out, everythings fine" but without that it's very easy to get tetchy - Plusnet are going to/have already taken my money, but I may end up without service if items aren't lined up correctly.

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Thanks for the feedback, I'll pass that on.

Anoush