How long to get set up?

[#1]

I had a letter saying welcome to plusnet 12 days ago saying they will be in touch soon about when I will be getting set up but have heard absolutely nothing since! No indication as to whether my router has been dispatched or any word as to when an activation date is likely, what's going on?

[#2]

I'm looking in to this now, apologies that the order hasn't been picked up yet.

Checking your account you've provided us with a phone number to use for the orders, unfortunately as this isn't active we cannot use this number. I'll create a support ticket on your account with more details and timescales for your order within the next 10 minutes.