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Router Not here yet ?

FIXED
Simonsimps
Rising Star
Posts: 70
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Registered: ‎08-08-2018

Router Not here yet ?

Can someone tell me what this means please ?

"The order is awaiting processing"

I am due to switch on Wednesday and still no router ?

Cheers.

25 REPLIES 25
guineapig
Hooked
Posts: 8
Registered: ‎20-08-2018

Re: Router Not here yet ?

Same here. I'm due to switch on Friday and no router. Very worrying because I don't trust BT to not cut me off

SpendLessTime
Aspiring Hero
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Registered: ‎21-09-2009

Re: Router Not here yet ?

@guineapig

If you are moving from BT to Plusnet and staying on the same type of broadband then you can use your BT equipment to connect. Details at

https://community.plus.net/t5/My-Router/Use-a-BT-Hub-2-3-4-or-5-on-a-Plusnet-connection/m-p/1192234#...

Simonsimps
Rising Star
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Registered: ‎08-08-2018

Re: Router Not here yet ?

@SpendLessTime

Thanks that will come in handy as I'm currently on BT using a hh5a.

Baldrick1
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Re: Router Not here yet ?

@Simonsimps@guineapig

The routers are normally sent out by first class post a day or two before the go live day so can arrive at the last minute.

However the other thing that does happen is that due to engineer availability the switch day gets changed and Plusnet fail to advise the customer.

I see that Plusnet staffers are around today so hopefully one of them will pick up this thread and advise.

Moderator and Customer
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Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
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Registered: ‎06-08-2018

Re: Router Not here yet ?

Fix

Hi @Simonsimps,

 

Awaiting processing means that your order has been placed for your router but we are awaiting for it to be processed ready for dispatch.

 

However, after looking at your account I can see that your router has been stuck on the same status since we placed the order. Therefore, to avoid any further delays I have placed an order for another router to be sent out. You should expect to receive this within 3- 5 working days, which I'm afraid means that you may not receive this in time for when your service with us goes live.

 

Sorry for any inconvenience this may cause to you. Once you receive this (if it is after you activation date), can you please inform us of this so that we can issue you with a refund you for your downtime.

 

 

@guineapig

 

Thanks for getting in touch regarding this. As @Baldrick1 said routers are usually sent out a few days before your broadband is due to activate. However, I have looked into this and placed an order for your router which will arrive within 3-5 working days.

 

If you need any further assistance, please get back in touch.

SpendLessTime
Aspiring Hero
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Re: Router Not here yet ?

@Simonsimps

Well the Plusnet Hub One is rebadged HH5A with different software. Not better, just different.

I would stay with what you know works.

Just keep the Plusnet Hub One for a spare or when you need to check out a fault.

Simonsimps
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Re: Router Not here yet ?

@Satss @Baldrick1 @SpendLessTime

Thank you all. I see the new order now too but knowing I can use the HH5a makes it less of a panic.

JOLO
Plusnet Alumni (retired)
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Re: Router Not here yet ?

@Simonsimps

 

I've just checked and the original router is now showing dispatched so you should receive it shortly, probably tomorrow.

 

@guineapig

 

Your router isn't showing dispatched just yet but I imagine at some point tomorrow it will be.

 

 

Simonsimps
Rising Star
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Registered: ‎08-08-2018

Re: Router Not here yet ?

@JOLO

Thank you for the follow up.

guineapig
Hooked
Posts: 8
Registered: ‎20-08-2018

Re: Router Not here yet ?

Thankyou. I've had a text message now to say it's been sent

abails0105
Plusnet Help Team
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Re: Router Not here yet ?


Glad to hear @guineapig. Let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Simonsimps
Rising Star
Posts: 70
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Registered: ‎08-08-2018

Re: Router Not here yet ?

Got it today thank you.

abails0105
Plusnet Help Team
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Re: Router Not here yet ?

Glad to hear @Simonsimps.

 

Don't hesitate to get back in touch if you need any further help.

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Simonsimps
Rising Star
Posts: 70
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Registered: ‎08-08-2018

Re: Router Not here yet ?

So my phone line switched over ok but I have no broadband now. 😕