Router

[#1]

My router was sent out over a week ago and it’s still not arrived. It’s a replacement one as my other stopped working. Royal Mail never received it when I’ve contacted them.
Can someone help me out please as im getting nowhere on other help topics. I need it for my work from home job.

[#2]

@Kerryw If you know it was sent out, you should have a tracking number - where  does that tracking say it is?

[#3]

I got a text message and a message from plusnet both saying same thing that the router was sent out last Thursday morning, then nothing since, no tracking, nothing, that’s why Royal Mail are saying they’ve never had it? I’m wondering if they did ever send it out. Thinking of cancelling with them as had nothing but problems from the start

[#4]

I  don't quite understand that - AFAIK, both those communications should have included a tracking number, as they are only sent when the router leaves the warehouse.

Have you spoken to Plusnet?

[#5]

Yes not getting anywhere as they’ve said they’ve sent it out 🙄

[#6]

Can you post the content of the email, removing any personal details, please?

[#7]

Dear Mrs ward,
Thank you for getting in touch.
I have now sent you your new router which shou Id be with you within the next few working days.
It will come with a full set of instructions on how to set this up and you will need to connect any wireless devices to it using the new details foun d on the card you will receive with the router.
Kind regards,
[CSA Removed]

[Email notification sent to:  [Removed]

Moderators Note: Personal information removed

[#8]

Above is email
Then was the text as below
Hi from Plusnet. Your router has been ordered, it'll arrive within a few days

[#9]

Thank you. That is not a despatch notification, it is merely what a Customer Support agent  has said they have 'arranged', it doesn't mean they have actually sent it. 

[#10]

So yes they’ve probably never sent it in the first place! Gonna look at cancelling with them as you never get to speak to anyone. I moved house and they keep wanting to send an engineer out to connect my broadband even tho that was completed in may as I was there when he did it

[#11]

And they have never sent you one - since May? I  know things can occasionality go wrong, but I find that hard to believe.

@Marsh  / @Windings  / @Tina11192  / @LexLex2020  - any ideas? 

[#12]

No the engineer completed in may and I had a router. My router stopped working last week that’s why I need a new one.
I meant that I get a text message daily to book an engineer appointment even though I don’t need one as the engineer completed it my house move in may!
I’ll try ringing again but can’t see me getting anywhere as they say they’ve sent it even tho there is no tracking details!!

[#13]

Get you, now.

I have tagged the PN Help Team - hopefully one of them will pick this up for you.

[#14]

@Kerryw 

Just had a look!

Sorry about this, it looks like when the order for the router was placed it got stuck in processing. I can see it was ordered on the 18th. I have just re-issued the order.

I'll make sure it does not happen again!

It will be sent out by Royal Mail 24 Tracked. So should be with you tomorrow, all going well. But please allow a full 1-2 working days for delivery.

They should post it through the letter box if you have a standard sized one, and you will get an email once the router has dispatched through to royal mail.

So sorry for the delay in getting it to you!

Please reach out if you need anything further.

Lex

[#15]

Thankyou very much everyone, at least I’ve got somewhere on here! Yes I’ve got a standard letter box so it will fit in there.
Many thanks again everyone