Just placed order, router delivery address shown as "undefined"

[#1]

As per subject, the correct address was obviously given during sign-up, but the delivery address for the router just shows "undefined" and then the street name, so it's missed out the flat number and the building name.  Seems unlikely that'll get delivered!  User name for this order is gillsage.  Is it possible for this to be looked at before the router ships and then fails to deliver?  Thanks

[#2]

@turnma I suggest you call support tomorrow - the Help Team are a little thin on the ground these days, so a phone call would be the quickest way.

[#3]

Thanks, I'll try that.  Just a hassle when it's already necessary to call support and the order isn't even complete yet!

[#4]

Sadly, these things happen - even to the best of us.😉

[#5]

Hi, how did they communicate this to you, did they email it? Is it in your portal under orders or something?

I've a "router getting sent" related query myself!

[#6]

@turnma 

This sounds a bit like the problem Plusnet often seem to have with missing out street numbers from bills. I know several people (including me) have had to ask Plusnet to add the street number to the address that appears on bills. My address was correctly shown in the "Manage Account" section of the Member Centre.

I'm not sure where you're getting the delivery address for the router from. When I joined late last year, I received an email telling me "Your equipment is on its way" but that didn't have my address on it anywhere. It did have a tracking reference, so if you have one that might show the delivery address.

If the Member Centre is displaying your full address correctly, I would have thought the delivery address will be to that address – but you may want to ring Plusnet to ask them to confirm that.

Colin

[#7]

That was communicated on the web site "order complete" page.

[#8]

Address shows correctly in the Member Centre.  So it was right at the point of making the order (not that I could get it wrong - I entered a postcode and picked the flat from the drop-down) and it's right in Member Centre, but it was wrong when the ordering process completed and the web site told me where it would be sending the router.  

I rang support this morning and was told that the order had been rejected, but the last email I had was the "Welcome to Plusnet" last night, so if that's true then they haven't bothered to TELL me it's been rejected.  Supposedly they're now looking into it and would get back to me today (they didn't), but the portal still shows the order exactly as it did last night with no sign of any problems.  I'm just hoping that a) the order hasn't actually been cancelled and b) the router gets sent to the address they have on file.

I can't say it's been the smoothest welcome process!

[#9]

Interesting. Their website is a bit .. iffy .. as .. I went round and round and round looking for orders status yesterday and couldn't find anything. Best I could find was "You can't change your products for the moment, you already have a product change in progress."

You made me think however and I see in my upgrade confirmation email a link to click to check status. I click THAT and a hidden page you can't normally find in the portal (that I could see anyway) appears. It has a router order but it's the one I've received years ago. Not a SECOND one I don't want that I thought they were going to send when I did a fibre upgrade. So it should be OK for me anyway. Fingers crossed.

It's not ideal though that the order status isn't accessible from the portal, unless it's somehow hidden during an upgrade. Which wouldn't be ideal either I now know this page exists and again I can't get back to it without clicking the link in the email!

PS I'd kept the packing label with the router box I got a few years ago and my address (which can be messed up as I live in flats) was reasonably correct. I've had far worse

[#10]

@Kwak 

If you click on https://www.plus.net/wizard/?p=search you can view open and closed questions (used to be known as tickets). I guess that would include router orders.

Colin