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Not received my fibre router yet

FIXED
ZoomerRider
Interested
Posts: 2
Registered: ‎28-08-2019

Not received my fibre router yet

Hi,

I’ve been a Plusnet standard broadband customer for a while now, but 10 days ago decided to upgrade to fibre.

I was told I needed a new router and one would be sent but I’ve received nothing yet, how long does it normally take ?

Thanks 👍

4 REPLIES 4
Baldrick1
Moderator
Moderator
Posts: 9,614
Thanks: 4,324
Fixes: 345
Registered: ‎30-06-2016

Re: Not received my fibre router yet

If the auto system works, which isn't guaranteed(!}. you get it a couple of days before your changeover day.

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Gandalf
Community Gaffer
Community Gaffer
Posts: 25,911
Thanks: 9,535
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Registered: ‎21-04-2017

Re: Not received my fibre router yet

Hi there, thanks for reaching out to us via our community forums.

I've checked your fibre order and I can see it's due to complete on the 3rd September. It looks like it was delayed from a completion date of 23rd August due to engineer availability in your area.

While normally we'd post out the new router within a few days before the order completes, I've manually ordered it for you so you should receive it before the weekend.

Let us know how your fibre upgrade goes on the day.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I no longer have a regular presence here as I've moved on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet
ZoomerRider
Interested
Posts: 2
Registered: ‎28-08-2019

Re: Not received my fibre router yet

Hi,

Thanks for getting back to me, I wasn’t aware there had been a delay in setting up the order.

Presumably the engineer will not require access to my home ?

Kind regards

Gandalf
Community Gaffer
Community Gaffer
Posts: 25,911
Thanks: 9,535
Fixes: 1,512
Registered: ‎21-04-2017

Re: Not received my fibre router yet

Fix

No problem, the engineer will just carry out work externally at the cabinet.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I no longer have a regular presence here as I've moved on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet