Hi @Diane12,
I've spent some time listening to your calls and I've spoken with a manager today. I've added my response to the support ticket logged in your account here: https://www.plus.net/wizard/?p=view_question&id=228211695 which I hope helps.
Just to clarify things about the router, it was both ordered and dispatched on the 4th October. Our systems receive a notification from the warehouse typically around midnight after the fact, which could have thrown agents off and making them believe the router was only ordered/dispatched on the 5th at midnight (5th October 2022 00:13).
Anoush Mortazavi
Operations Assurance Professional
Plusnet
