Hi,
I have been a Plusnet ADSL customer since 2015. Fibre is now available in my area, so I requested a product switch from ADSL to fibre on 29th November 2020. I paid for a new router, and was told I would receive this through the post.
The confirmation e-mail I received stated that you'd received my product change request, and said: "This [product] will change over on 4th December 2020"
It's now 10 days on and I have not received the router. I have rung a couple of times to speak to Customer Service but the wait times are very long, and although I recently spoke to a representative, I'm still not sure of the status of the move as I ended up on hold again.
Is this transfer still in progress? Is there anything I should be doing to move it along? Anything you could offer to help would be greatly appreciated.
