Loss of service pending Fibre upgrade

[#1]

Hi

i renewed for 24 months and ordered a fibre upgrade on April 6.

Around midday yesterday our broadband connection was lost. 

We have not yet received the new fibre router in the post. 

Please help!

[#2]

Thanks for getting in touch @Chris4Datchet

I've ordered the router for you manually as it doesn't appear to have been ordered on our end.

We'll get that to you as soon as possible

[#3]

Thank you. Does this mean when the new router arrives, the Fibre Broadband will already be set up and ready to connect?

Is that also the reason why we don’t have broadband at the moment?

[#4]

Hi Chris

Sorry for the delay, yes looking at your account the reason why your broadband is not working is due to the delay in receiving your router.

I am very sorry for this, if you have any questions you can contact the customer services team on 0800 432 0200

Jo