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Router not arrived

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ally_smith
Newbie
Posts: 3
Thanks: 1
Registered: 20-05-2018

Router not arrived

Hi
I ordered my new phone and broadband package with Plusnet on 26th April. My phone was activated on 11th May but the broadband had an issue so was delayed until 14th May. I have not yet received my router even though I have spoken to 3 people at Plusnet on chat since 11th. I would have expected to have received it by now. On the order tracker on member centre it still says the order is being processed. Why is it taking so long? Not overly impressed at the moment! Any help would be appreciated. Thanks.
7 REPLIES
maybeicanhelp
Dabbler
Posts: 10
Thanks: 3
Registered: 20-05-2018

Re: Router not arrived

Phone up, say that you know what the crack is and someone hasn't dispatched your router.

Common issue with the ordering system. Ask to be refunded from the date you went live as well.

Baldrick1
Seasoned Champion
Posts: 1,441
Thanks: 625
Fixes: 49
Registered: 30-06-2016

Re: Router not arrived

@ally_smith

Plusnet do not send out routers until a few days before broadband is activated. It's quite likely that Openreach have not yet sorted out your broadband and Plusnet have failed to keep you updated. Hopefully a Plusnet staffer will pick this up tomorrow.

Browni
Aspiring Hero
Posts: 2,265
Thanks: 771
Fixes: 45
Registered: 02-03-2016

Re: Router not arrived

What @Baldrick1 has said is spot on.

Pop your number into the Broadband Availability website and look at the narrative below the speed estimates for an open order completion date.

That is when your service will go live and in theory your router should arrive before then.

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
ally_smith
Newbie
Posts: 3
Thanks: 1
Registered: 20-05-2018

Re: Router not arrived

Thanks for your responses. I checked and the broadband has definitely gone live so it looks like it is a Plusnet error.

RealAleMadrid
All Star
Posts: 767
Thanks: 287
Fixes: 12
Registered: 07-07-2009

Re: Router not arrived

What have you checked to know it has gone live if you haven't got a router? If you have had an email saying product change complete or similar that is just your account type has changed and doesn't mean much. What did the BT wholesale checker say for your phone number, was there an open order in progress?

ally_smith
Newbie
Posts: 3
Thanks: 1
Registered: 20-05-2018

Re: Router not arrived

Issue now solved. Plusnet admitted a fault on their ordering system. Router sent out and refund applied to account for being unable to use broadband activated in 14th May.
Browni
Aspiring Hero
Posts: 2,265
Thanks: 771
Fixes: 45
Registered: 02-03-2016

Re: Router not arrived

I remember there being an issue a month or so about routers not being automatically dispatched, sounds like you were one of the unfortunate ones.
Glad to hear it's been resolved.
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy