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Router dispatch?

Posts: 1
Registered: ‎23-05-2021

Router dispatch?

Ordered the service with Plusnet for a new home a few weeks ago. It became active on the 18th.

Or, I assume it has. We have no router (our old virgin one isn't compatible with this line). I've received contact that it's be delivered a day or two before activation and have an email saying is get notifications.

I haven't had either - and it's becoming a bit urgent (deadlines and all). Are routers being sent out?
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Router dispatch?

Hi there, thank you for reaching out via our Community Forum, and I'd like to express my sincere and profound apologies for the late arrival of your router.


Our systems indicate that the router was in fact dispatched on 05/05/2021, so something has clearly gone wrong here. I've initiated our RMA process to make our suppliers aware of this, and to have them send out a new router, arriving within 3-5 working days.


I've also raised a ticket on your account with our Customer Services Team to ensure that a downtime refund is processed once we see an established connection.


-Adam - Plusnet Leeds

 Plusnet Help Team - Leeds
Posts: 22,346
Thanks: 9,212
Fixes: 147
Registered: ‎22-08-2007

Re: Router dispatch?

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).


Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.