83 year old no router

[#1]

I look after a referel  who is a 83 year old lady we changed her account to adsl2+ and this took part on the 1st August she ordered a router and this still hasnt come the tracking number SZ228370514GB shown cant be found on the PO site.
The account name is perk1 can someone confirm she is on adsl2+ and get her router out ASAP after all it been 12 days now

[#2]

I can't find an account with that username, could you get the correct one please? As soon as I have it I can see what's going on here.
Edit: Chris found the account for me, I've had a look and the router wasn't ordered as part of the account change process. I can't look back to see whether this is a system error but I'll definitely be keeping an eye out for any further examples. A ticket on the account was replied to earlier this morning and a new router has been ordered today. I'm very sorry for any inconvenience that the delay may cause.