router not delivered

[#1]

I am slightly concerned that my broadband service has been switched to fibre optic broadband, yet I haven't received the free router, that I paid postage for, to be able to use it. Am I paying for this service that is unusable?

[#2]

You're not paying for fibre yet, this won't start being billed for until your next invoice date.

The fibre order hasn't completed yet, the notification you've received is just for the account change on our side in preparation for this, sorry for any confusion.

Your fibre order is due to complete on 22nd August and your router is on the way.