Hi, I ordered fibre broadband and the activation date was 29th May. I still have not received my router and my internet is still on ordinary broadband. I can't find any information except that on my account page it says something like error you can't change your broadband as a change is in process. I have looked at the check my order page and that says I have the router and the broadband is activated but I think this is talking about my current broadband. The invoice for the fibre broadband is due in June but obviously I am not happy paying for that if it isn't fibre. I am working from home and I need to know when the changeover date is so that I can plan accordingly! And I also need to receive the correct fibre router before the due date so I don't end up offline for days and out of pocket. Please can someone help? Thank you.
Fixed! Go to the fix.
Re: Router Not Arrived Fibre Not Activated Yet But Past Due Date
Hi there @caroltay,
I'm sorry you've been having trouble with the activation of your new upgraded service. I've checked over the orders in our suppliers system and they are due to complete anytime upto midnight on 04/06/2020.
Apologies for the delays.
No worries @caroltay, your router will arrive within 3-5 working days of the go live date. The router order is currently processing through our suppliers system, you'll receive an email confirming once the router has been dispatched. If the router arrives after the go live date, feel free to drop us a message on this thread and we can calculate a downtime credit onto the account to adjust your invoice.