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Still not received router

Posts: 1
Registered: ‎05-11-2022

Still not received router

I joined plusnet on the 22nd October as I was moving into a new build property. The broadband is due to connect on the 7th November and I still haven't received my router I've tried to call a number of times but just sit on hold for 30+ minutes with no answer.

Tried to call again this evening and the line just tells me the provisioning team are closed. Running out of options on how to contact plusnet to get a resolution.

We're already not going to be able to connect on the 7th
Posts: 22,350
Thanks: 9,212
Fixes: 147
Registered: ‎22-08-2007

Re: Still not received router

Hi Luke,

Do you know if your order is on track?  Routers are dispatched automatically a few days before the service is due to go live.  However, deferred go live will cause router dispatch to be delayed ... but install spillages (usually due to engineer availability) are not always communicated to users.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.


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.

Community Gaffer
Community Gaffer
Posts: 16,814
Thanks: 4,843
Fixes: 314
Registered: ‎04-04-2007

Re: Still not received router

@lukescott88 - the hub was dispatched back on 27/10 and delivery was attempted two days later on 29/10. I'm guessing Royal Mail didn't card you?

I've dropped you a message containing the tracking reference.


Bob Pullen
Plusnet Product Team
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