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New router hasn't arrived even though my service has been upgraded

FIXED
Hooked
Posts: 5
Registered: ‎08-12-2020

New router hasn't arrived even though my service has been upgraded

I posted this in someone else's thread, so just incase it gets missed.....

At the end of November, I upgraded from Broadband Unlimited to Fibre Unlimited.

I received a text message on the 1st of December saying "Your router is in the post, it'll arrive in a few days."

On the 4th of December, my service was switched over to Fibre Unlimited, but I still haven't received the new router, so I've had no broadband connection since then.

I haven't been able to get through to Customer Support, and the online chat has been turned off. Is there any way I can find out what is going on? I appreciate this might be a Royal Mail issue, but there is no way to find out.

Thanks

7 REPLIES 7
Newbie
Posts: 5
Registered: ‎10-12-2020

Re: New router hasn't arrived even though my service has been upgraded

I am in the same situation I'm a new broadband fibre customer went live yesterday. Still haven't received a router. I was told I would only have 30 min of possible outage due to transitioning between providers. I am not impressed.
Plusnet Help Team
Plusnet Help Team
Posts: 22
Thanks: 5
Fixes: 3
Registered: ‎01-12-2020

Re: New router hasn't arrived even though my service has been upgraded

Fix

Hi @NickF1 - thanks for your message. I've checked on this for you and you should have received the router by now. I'm sorry this hasn't happened. I'm going to send you an email and text from your account and will chase this up further for you. Please reply to the text and email I send you and I'll get this sorted. You can also access the ticket I've raised by clicking on the following link; https://www.plus.net/wizard/?p=view_question&id=209242503. Chris

 Chris Fitzsimmons
 Plusnet Help Team
Hooked
Posts: 5
Registered: ‎08-12-2020

Re: New router hasn't arrived even though my service has been upgraded

@BadWolf24 Thanks Chris. I have replied as requested.

Hooked
Posts: 5
Registered: ‎08-12-2020

Re: New router hasn't arrived even though my service has been upgraded

@BadWolf24 Wow that was quick! The re-ordered router arrived an hour ago, and is now set up and working fine. Thanks again Chris.

Plusnet Help Team
Plusnet Help Team
Posts: 22
Thanks: 5
Fixes: 3
Registered: ‎01-12-2020

Re: New router hasn't arrived even though my service has been upgraded

@NickF1 You're more than welcome. Smiley Take care. Chris

 Chris Fitzsimmons
 Plusnet Help Team
Newbie
Posts: 2
Registered: ‎12-12-2020

Re: New router hasn't arrived even though my service has been upgraded

I’m the same 

supposed to go live on Monday as just joined plusnet but as of yet no router had turned up.

Busiest time of the year for post.

I hope it arrives on time as this is very important for us a we work from home 

Newbie
Posts: 2
Registered: ‎12-12-2020

Re: New router hasn't arrived even though my service has been upgraded

I’ve had the mail man today and still no router has arrived.

Monday is our day for changing suppliers.

looks like that ain’t going to happen.

very disappointed COVID or no COVID plus net need to send the router a lot earlier.

I’m a new customer makes me think I should have stayed with the provider I was with.

Disappointed