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New router not received

Posts: 1
Registered: ‎22-11-2019

New router not received

I moved to PlusNet just a week ago when I moved home. Being on a budget I went for the cheapest option but it was literally a waste of money as barely worked at all, I immediately chose to upgrade to fibre (needs must!) and was told I needed a new router which I have paid for. The new service goes live today but I still haven't received the new router. Until this comes I'm assuming I'm paying for a service that I can't even receive? 

Plusnet Help Team
Plusnet Help Team
Posts: 802
Thanks: 108
Fixes: 60
Registered: ‎02-05-2017

Re: New router not received

Hi @LisaJ, thanks for getting in touch.


I'm sorry to hear you've not received your hardware as of yet. From checking over the account, it looks as though your broadband upgrade order has been amended to complete on 29/11/2019 rather than today - most likely due to engineer availability in your area. I do apologise this was not communicated to yourself. I've manually processed the delivery of your router, as it's sent Royal Mail 1st Class I'd expect this to be with you in the next couple of days.


If you need anything else, just let us know.

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