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No router

Davidlaw85
Newbie
Posts: 4
Registered: ‎20-11-2018

No router

I have placed an order on 29th of October but I have yet to receive a router.

I no longer am able to view my order status, so I have no indication of what is happening. I have received an email saying my phone line went active on 17th of November but I am unable to get online with my last providers router.

I am very dissatisfied with my experience with plusnet so far.

8 REPLIES 8
Davidlaw85
Newbie
Posts: 4
Registered: ‎20-11-2018

Re: No router

i have managed to find order status again.

it states that my hardware has not been ordered yet, why? its been almost a month this is a joke, terrible service
SpendLessTime
Aspiring Hero
Posts: 2,849
Thanks: 849
Fixes: 82
Registered: ‎21-09-2009

Re: No router

Welcome to the forums @Davidlaw85

While you wait for a member of staff to see what is happening, you can do a quick check for yourself to see if the broadband order has a completion date.

Have a look at the BT Wholesale checker site at https://www.dslchecker.bt.com/adsl/adslchecker.welcome

Enter your phone number and look in the text below the results table.

It will say if there is an open order on your line and more importantly the date it is due to be completed.

Strat
Moderator
Moderator
Posts: 30,228
Thanks: 3,233
Fixes: 496
Registered: ‎14-04-2007

Re: No router

Moderator's note:

Topic moved from Broadband to My Order.

Customer and Forum Moderator. Windows 10 Firefox 86.0 (64-bit)

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,251
Thanks: 142
Fixes: 57
Registered: ‎26-03-2018

Re: No router

Hi @Davidlaw85,

I'm sorry to hear that you've experienced this issue. I've reviewed your account today and raised an update regarding all of this, which can be viewed here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Davidlaw85
Newbie
Posts: 4
Registered: ‎20-11-2018

Re: No router

I have viewed reply and find it alittle depressing.

I have been informed that the router has been ordered today, seems very unsettling that the router is only ordered after I posted a message on a public forum.

At this time it does not feel like plusnet are doing a great job or offering a good service
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: No router

 

Hi @Davidlaw85

 

Thanks for coming back to us.

 

I've provided some clarity around the situation on your open ticket here.

 

Best wishes

 

Dave

Davidlaw85
Newbie
Posts: 4
Registered: ‎20-11-2018

Re: No router

I have replied to the ticket again
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,184
Thanks: 462
Fixes: 126
Registered: ‎27-04-2007

Re: No router

Hi there, I've just sent a further response, please let us know if there's anything else we can help with. 

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