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Go live date but no router

Posts: 1
Registered: ‎30-11-2020

Go live date but no router

Today is my go live date, my phone has already transferred over but I have no router and no internet! I am a final year uni student with no way to access my lectures! I am disappointed, I switched over with plenty of time. I need my router ASAP! I have not missed a parcel or had a note left by Royal Mail. I have tried calling numerous times today but the line states it is busy and I get cut off.

When will I receive my router. I will not be happy if I am charged when I do not have a router and cannot use the service. I cannot wait on the phone all day for someone to pick up either. Please sort this out.
Posts: 31,161
Thanks: 3,784
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Registered: ‎14-04-2007

Re: Go live date but no router

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

Customer and Forum Moderator. Windows 10 Firefox 100.0.2 (64-bit (64-bit)

Seasoned Champion
Posts: 1,873
Thanks: 197
Fixes: 79
Registered: ‎06-08-2018

Re: Go live date but no router

Hello @caitlinwigham, thanks for reaching out to us here.


I'm sorry to read you've not had your router delivered just yet and I apologise for the frustration caused. I can see you got in touch with our team yesterday and a router was processed - it can take between 3-5 working days for the it to arrive. With that in mind while you await your new router, do you have one from a previous provider you can utilise for now? If so you can find the settings you'll need to connect with it here


For now we're unable to speed up the delivery of your router but we can provide a downtime credit for the time you've been without service due to this issue. I've created a support ticket on the account to monitor this and provide the downtime credit for you. 



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