Router sent out twice, but not received yet + bad customer service

[#1]

I have been waiting 2 weeks for my router to arrive. First one was sent on the 8th January, but never came, so I complained and apparently another one was sent out on the 15th, but its been another 7 days and still no router. 

I don't understand if Plusnet staff are lying to me or if there is a problem with the ordering system?

I called and explained my problem and was promised a callback yesterday but......nothing. There are now 2 complaint tickets raised on my account and nobody is responding to them. 

I placed my order on December 1st - it's been 8 weeks and my broadband is supposed to go live tomorrow but I won't be able to use it. 

This is horrible customer service from Plusnet. 

Question ID: 186467643 & 186635272

[#2]

Hi @dhossain, 

I'm sincerely sorry to hear that you've not yet received your router.

From looking into your account, I can see that you've spoke with an agent today regarding this. You can view the details here

Should you have any further queries, please feel free to get in touch.

Thank you,

Aisha