No Router - No Response

[#1]

My router packed up on Thursday evening, I contacted customer services online 3am Friday morning bit still haven't had a response, how come a company that supposedly prides itself in its award winning 24/7 service can't resolve the issue or even contact me over 80 hours? 

[#2]

Hi Wiltsgirl.
Sorry to hear about your router packing in. I'll get a new one dispatched to you ASAP.
Matty

[#3]

I am still waiting for the promised router...why does it take an email to an open forum to elicit a response?

[#4]

Hi Wiltsgirl,
A ticket was sent in 10 minutes before you posted on the forum, which is a very tough time for us to adhere to. We haven't really had much chance to respond in honesty.
I'm not sure why it hasn't arrived. I'll make sure I dispatch you a fresh one, and I'll monitor your account more closely from this side.
Apologies for the inconvenience.
Matty

[#5]

Hi Matty, my previous comment was more to update other users on the problems I am experiencing so that they can form their own opinions on the quality of Plusnet's services. I have since been told that "It appears that the order was stuck in your ordering system"

[#6]

Hi Wiltsgirl,
Just let us know please if it doesn't arrive within the next 3 working days please.
Adam