Thanks a lot for getting in touch and I'm really sorry to hear that a new router was not sent out. I've just had a quick look into the account and have sent you an email, which you can also find on a ticket here.
Please respond to it, either via your online Member Centre, or SMS, and we'll pick it up.
If you'd like to give me a nudge on here when you've responded, I'll be more than happy to action the account myself.
Plusnet Help Team - Leeds