No router yet
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- Re: No router yet
09-09-2018 6:47 PM - edited 09-09-2018 6:48 PM
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My broadband is due to activate tomorrow ( 10/9/2018 ) but I have not yet received the plusnet router. I've looked at the order tracker in the member centre, and the 'Hardware delivery' section is saying that the order has not yet been placed. When can I expect to receive the router. I need broad band to work. I've arranged not to need it on the changeover day, but it has to be working by the 11th of September.
Fixed! Go to the fix.
Re: No router yet
10-09-2018 8:08 AM
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A warm welcome to the forums. Use the link below to check your support tickets. There have been cases where a lack of BT Openreach resources has resulted in installation dates slipping. For one reason or another that can defer the delivery of the router, but not communicate the same to the user. At the other extreme it could have been lost by the post office.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No router yet
10-09-2018 12:15 PM
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I now have an e-mail saying that my Broadband has been activated and my order is now complete, but still no sign of any router. How can I find out where it is?
My order tracker page has ticks against every section apart from hardware delivery which says:
Hardware delivery |
The order is awaiting processing |
Re: No router yet
10-09-2018 12:22 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No router yet
10-09-2018 12:31 PM
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@adammedley997 wrote:
I now have an e-mail saying that my Broadband has been activated and my order is now complete, but still no sign of any router. How can I find out where it is?
My order tracker page has ticks against every section apart from hardware delivery which says:
Hardware delivery
The order is awaiting processing
Hi Adam, really sorry about this, it's been ordered and will leave our distribution centre today. It should fit through a normal sized postbox.
Let us know if it's not with you in a couple of days.
Re: No router yet
10-09-2018 12:46 PM
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Not a good start. I hope it has been sent next day delivery.
Presumably I'm not being charged for my Broadband connection whilst I am unable to use it?
Re: No router yet
10-09-2018 12:57 PM
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@adammedley997 wrote:
I hope it has been sent next day delivery.
it's being sent Royal Mail first class.
Presumably I'm not being charged for my Broadband connection whilst I am unable to use it?
I've already added a credit note to your bill that equates to 1 weeks free broadband. I'm really sorry about the delay.
Re: No router yet
10-09-2018 1:09 PM
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OK - hopefully it will arrive tomorrow.
Thanks for your help.
10-09-2018 1:52 PM
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Don't you have a router that you could use, all you need is your username and password, more detailed instructions are available in the Router board.
Re: No router yet
10-09-2018 8:32 PM
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My current router is a TalkTalk one which doesn't seem to allow me to change my username and password.
However I have managed to dig out an old BT home hub so I'll have a go with that.
Re: No router yet
10-09-2018 9:02 PM
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Do let us know if you need more info - but if it's normal ADSL any of the Home Hubs should be fine, but only the HH5 or 6 work on VDSL/FTTC.
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