Openreach installed on time (yay!)...Plusnet router posted after the installation date

[#1]

We have just moved into a new build and feared the worse for getting broadband up and running, given all the complaints I've heard about Openreach. But credit where it's due, Openreach were fine for me, arrived on time for the first schedule appointment and got fibre broadband connected within a few hours.

However they couldn't get the dial tone working for the phone line, but broadband is what we wanted the line for, so not a big deal.

This all would have been excellent, except Plusnet only posted the router the day AFTER the installation was schedule, and the emails says it'll now take 3 to 5 working days to arrive...

What a shame they've failed on the part of the process which they fully control. I just wonder why the router wasn't posted earlier.

Now I'm being billed for a service where the phone doesn't work and we can't use the broadband yet, due to Plusnet's error.

Hopefully the router will arrive soon.

[#2]

Glad you got some of your installation working, not sticking up for Openreach, but in my experience, they do try and a lot of pitfalls do occur on new builds.

[#3]

Sorry to hear that.

PM me your username and I'll see what we can do

[#4]

Agreed, to be honest I was expecting the Openreach part to fail, so pleasantly surprised when their part went as well as it did.

It's just disappointing that the easier part, within Plusnet's control, failed...posting out the router in time, especially, as I'd booked this in several weeks ago. Therefore no reason for the dispatch to occur after the installation date.

[#5]

Router dispatch delay seems to be a recurring issue for PN: they should understand people wouldn't mind receiving early, but not late.

[#6]

Hello @dpflaeger

I'm really sorry to hear your router was ordered late. Looking through your account I can see that you've received your router and you're back online from yesterday.

If there's anything I can help with please feel free to let me know.