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New router not arrived yet.

Erimus
Newbie
Posts: 4
Thanks: 1
Registered: 3 weeks ago

New router not arrived yet.

Hi

my broadband is due to start on September 3 but I have not yet received my new router. Will it arrive in time? 

Thanks.

7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 7,102
Thanks: 731
Fixes: 273
Registered: ‎01-01-2012

Re: New router not arrived yet.

Thanks for getting in touch @Erimus

I'm sorry to hear that your router hasn't arrived yet.

From checking your account this is due to your Fibre upgrade date being pushed back to the 7th due to engineer availability so as a result your router wouldn't have been ordered until tomorrow

I've manually ordered it for you in the interim and you should receive it before the 7th.

If there's anything else we can help with let us know

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Erimus
Newbie
Posts: 4
Thanks: 1
Registered: 3 weeks ago

Re: New router not arrived yet.

Oh right. I have not been informed of the upgrade being delayed to the 7th. Should I have been? Not good communication from a communications company! 

Thanks for the information.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,298
Fixes: 690
Registered: ‎21-04-2017

Re: New router not arrived yet.

Thanks for getting back to us @Erimus 

Apologies for the lack of communication regarding your order.

Can you let us know how it goes on the 7th?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Erimus
Newbie
Posts: 4
Thanks: 1
Registered: 3 weeks ago

Re: New router not arrived yet.

I sure will. I didn’t realise the engineers worked on a Saturday (which is the 7th)

how will I know it is active? Will I receive a notification , telling me it’s live and that I need to connect the new router? 

 

Thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,298
Fixes: 690
Registered: ‎21-04-2017

Re: New router not arrived yet.

Thanks for getting back to us @Erimus 

It's a rare sight but they do occasionally!

You should notice your connection drop for up to an hour and once it comes back you'll be on fibre unless you don't have your new router setup beforehand, if that's the case then you'll need to set your new router up. In my opinion I'd set it up now before the 7th as it saves hassle on the day and the switchover should then be relatively smooth.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Erimus
Newbie
Posts: 4
Thanks: 1
Registered: 3 weeks ago

Re: New router not arrived yet.

I see, I haven’t received my router yet, but I believe it’s on it’s way. So I can set it up with my existing service prior to the fibre going live? 

Cheers.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,298
Fixes: 690
Registered: ‎21-04-2017

Re: New router not arrived yet.

Hi @Erimus Yup you can do

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team