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Router has not arrived

FIXED
Hrs365
Newbie
Posts: 4
Registered: 3 weeks ago

Router has not arrived

Just joined plusnet and was expecting the router before the email or active broadband arrived.
I am working from home and need internet without having to spend on personal hotspot. It’s weekend and the router is no where. Very very disappointed and it’s sad to experience this and paying for broadband when I am unable to use it. Please fix this and send a new router next day delivery before I escalate. I hope I have not made a mistake joining plusnet.
5 REPLIES 5
Baldrick1
Seasoned Hero
Posts: 6,527
Thanks: 2,941
Fixes: 192
Registered: ‎30-06-2016

Re: Router has not arrived

@Hrs365 

The hubs are normally automatically sent out by first class post a few days before your go live date. Have you received a text saying that your service is up and running? This can be delayed from the scheduled date due to the lack of Openreach technicians.

Hrs365
Newbie
Posts: 4
Registered: 3 weeks ago

Re: Router has not arrived

Thanks for your reply.
I received an email that the router has been dispatched on 2June.
I then received another email saying that the broadband is now active but no router as of yet. I would expect plusnet to provide tracking number cause I see lots of customers have had same issues. If this issue is recurring then solving it from the root cause should be prioritised? No? Either Royal Mail are getting it wrong or plusnet not doing what it said it would do?
Townman
Superuser
Superuser
Posts: 17,521
Thanks: 7,319
Fixes: 71
Registered: ‎22-08-2007

Re: Router has not arrived

The vast majority of routers reach their destination after dispatch on time.  On has to wonder where the many unopened brand new Plusnet routers on eBay come from...

As @Baldrick1 notes though, there can be delays to installation dates which arise after the order has been processed, which might result in the dispatch of the router ... but no clear communication of such to the user.

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.

dvorak
Moderator
Moderator
Posts: 25,569
Thanks: 4,766
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Registered: ‎11-01-2008

Re: Router has not arrived

Fix

Moderators Note


This topic has been moved from My Router to My Order

Customer / Moderator
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If it fixed it click 'This fixed my problem'
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,354
Thanks: 6,536
Fixes: 1,078
Registered: ‎21-04-2017

Re: Router has not arrived

Thanks for your post @Hrs365 and welcome to our Community Forums

I'm sorry to see you've not received your router yet.

I can see we passed a router for you onto Royal Mail on the 2nd June. Our routers aren't tracked but they're sent 1st class post so I'd have expected to it to have landed by now.

Can you check you haven't been posted one of those 'sorry we missed you' cards the postie likes to put through the door if there's no-one home to accept delivery assuming the box won't go through the letter box?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team