Order goes live on 31/05. No router yet

[#1]

Hi Plusnet,

I was wondering when the router was likely to arrive?

It is now Tuesday 28th and the fibre broadband service will be activated on Friday 31st. I can't see anything on my account which says that the hardware has been dispatched. Can you check please.

Thanks.

[#2]

Hi @Morpheus, thanks for getting in touch.

I'm really sorry you haven't received your hardware as of yet. Our routers are usually sent by our automated system around 4-5 working days before activation, having looked into the account it doesn't appear the delivery had been processed. Due to this, I've manually placed the router delivery for you now, as they're sent Royal Mail 1st Class I'd expect it to be with you very shortly.

Let us know if you need anything else.

[#3]

Hi @abails0105 ,

Thanks for sorting this out for me. I have received a message to say that the router has been dispatched.

I was promised that I would get the router for free so I decided to check my latest bill (28/05/19) and noticed some strange entries which I have highlighted below. Bearing in mind that my Unlimited Fibre service is not due to go live until 31/05/19, can you explain why there are two charges for that service for 28/04/19-15/05/19 and 16/05/19-27/05/19?

As you can see, I am still currently connected to the Plusnet Value service at £9.99 per month.

Balance brought forward £9.99

Plusnet Value 28/04/19 27/05/19 -£9.99

Unlimited Fibre 28/04/19 15/05/19 £11.09

Unlimited Fibre 16/05/19 27/05/19 £6.40

Unlimited Fibre 28/05/19 27/06/19 £15.99

Discount 28/05/19 27/06/19 -£4.99

Payment 07/05/19 07/05/19 -£9.99

TOTAL £18.50

[#4 · Accepted solution]

Thanks for getting back to us @Morpheus

As this is concerning account information I'm afraid I can't give the details out via social media but I've created a ticket on your account which you can view by going here

Let us know if you have any further questions

[#5]

Hi @MatthewWheeler 

I've just read the ticket you raised against my account and it looks correct.

Thank you for your swift action on this.