New router not arrived
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New router not arrived
12-05-2017 4:12 PM
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Re: New router not arrived
12-05-2017 4:46 PM
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Hi there!
Sorry about this, the router was never ordered. I'll get some feedback passed on and make sure the router is dispatched today.
The usual 3 to 5 working days applies but do give us a shout if you have any further questions or concerns
Re: New router not arrived
12-05-2017 5:34 PM
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Re: New router not arrived
23-05-2017 8:10 PM
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This sounds very much like my experience in the past few days.
I upgraded to Youview+ on 13 May and got an email saying the box would be despatched on 15th. Nothing arrived so I contacted Chat and was told the box would be despatched in a few days. Still nothing so called CS and was told the box had been delivered. Not to me it hasn't. So a new box is going to be sent in the 'next few days'
I said surely I should go to the top of the queue for despatch but was told there is nothing in the system to do that.
Also, why are parcels sent without tracking? That is standard with most couriers these days bot not if you use Royal Mail. I have been with PlusNet for a number of years and this is unacceptable.
John
Re: New router not arrived
24-05-2017 9:19 AM
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Hi there and I'm sorry for the problems you've had receiving your YouView box. Just to clarify, these *are* sent tracked, once it's left the warehouse we should receive the tracking number. I can see one of my colleagues re-ordered this yesterday as we didn't receive the dispatch notification for the first one.
Re: New router not arrived
24-05-2017 11:23 AM
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Thank you Chris. The reason I made the comment about no tracking was because the agent I spoke to yesterday told me there was none. I hope to receive my box SOON.
John
Re: New router not arrived
24-05-2017 11:31 AM
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I hope it arrives soon too, I've flagged the lack of notification up internally for investigation. If you haven't received an update about the dispatch of your hardware tomorrow, please let me know.
Re: New router not arrived
24-05-2017 12:17 PM
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Thank you Chris. It occurs to that if there is tracking it should be possible to find the address the first box was delivered to.
The agent told me it had been delivered. If I know the address I can go and ask for it. The neighbours are ok around here.
Re: New router not arrived
24-05-2017 12:19 PM
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I'm afraid that as I've advised previously, we didn't receive the dispatch notification or tracking information for the first box, so I'm not sure why the agent has advised this.
Re: New router not arrived
24-05-2017 3:24 PM
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OK Chris. Thank you for your help.
Cheers
John
Re: New router not arrived
25-05-2017 5:50 PM
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I had an email from CS saying the box would likely be dispatched today and I would receive an email saying so. Surprise surprise. No email.
Hacked off is putting it politely.
Re: New router not arrived
25-05-2017 6:16 PM - edited 25-05-2017 6:17 PM
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Sorry to hear you've still not received the box or any notification of dispatch.
I've sent an email to our Products team to investigate, and CC'ed a couple of my colleagues in the email so that they can try to follow this up for you tomorrow. I apologise for any inconvenience caused.
Re: New router not arrived
26-05-2017 7:38 PM
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Yesterday I received a support ticket saying the order had been put on hold until 7am today.
By 2pm I had heard nothing so I posted that unless the box would be dispatched today, Friday, I would cancel the order.
At 4pm CS posted that the order was on hold until Monday. What!!!!!
I have cancelled the order as I promised. The agent I spoke to told me 3 boxes have been sent. I got no email confirmation or tracking for any of them. What an absolute shambles.
Re: New router not arrived
29-05-2017 9:06 AM
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Re: New router not arrived
29-05-2017 10:09 AM
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Someone needs a right kicking over this. Plusnet have let me down very badly and 'doing me proud' is a joke.
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