Router - Dispatched but not arrived :-(

[#1]

Dear All,

I called the support and I press 2 twice for the Customer services but I got no answer. 

My router was dispatched on the 6th of Nov, the service was up and running on the 19th of Nov, but the router has never arrived?

Is it possible to get another router?

Thanks

Regards

Alex

[#2]

Sorry to hear this.

I've arranged for another router to be sent out to you and we'll get that to you as soon as possible

Apologies for any inconvenience caused

[#3]

Dear Matthew,

Thanks a lot for your help.

Kind regards

Alex

[#4]

Dear Matthew,
Is there any chance to know if the router has been dispatched? I have never got a confirmation email that router has been dispatched (only that the order has been made) and on my account under hardware it says "awaiting processing".
Also, my line is active from the 19th of November and my next bill due on the 19th December. However, with no router, I am not able to use the service at all.
Can you advice, please?
Thank you for your help

[#5]

Hi @galax87,

I'm really sorry to hear that you've not yet received the router. I have reviewed your account and raised a response via the open complaint ticket, which can be viewed here.

If you wish to update the ticket further, please let us know once you've done so by posting again in this thread and we'll be happy to pick it back up for review again as soon as possible.