I haven’t received the router yet

[#1]

Openreach is coming tomorrow morning to install full fibre, but I still haven’t received the router.
According to the Royal Mail tracking information, it seems to have been delivered to a different location.
What can I do in this situation?

[#2]

@Khchan 

Is this a PN upgrade? If so, and you have a Hub1 then it'll work with Full Fibre to at least get you online.

You probably need to speak to PN Support about the delivery of the Hub2.

Brian

[#3]

Hey @Khchan,

There is not much we can do in this situation. The only thing I can recommend is that if you recognize the door in the image is to swing around to the property in the image and check if they still have the package if they dont let me know and I can get a new router sent out.

PS: I checked the delivery on your account, and it matches the address we have on file

[#4]

@Khchan 

Is there no facility on the Royal Mail site to complain about non delivery?

If there isn't then it's up to PN to complain.

Brian

[#5]

@Marsh
Thank you for your reply.
I’ve searched the houses and estates in the nearby streets, but unfortunately I couldn’t find the door shown in the picture.
Could you send me a new router please?

[#6]

@bmc
Thank you for your reply.
I’m a new PN customer.
As far as I understand, Royal Mail requires that any inquiries or complaints must be made by the sender.

[#7]

@Khchan 

Not looking good!

Last question - what router do you currently have? It might work with Full Fibre and PN have always been happy for customers to use their own equipment.

Brian

[#8]

Hi @Khchan 

I would like to help you with this and I've sent you a private message for some extra details.
Speak to you soon.
Leanne.

[#9]

Royal Mail tracking site usually shows a map of the location a package was delivered to, with the gps co- ordinates underneath.  If still incorrect, it is Plusnet's responsibility to solve the issue. Royal Mail and Parcel Force are currently making a pigs ear of their new combined delivery offices, we have several parcels per week go missing and trying to get hold of anyone these days is an utter nightmare.