cancel
Showing results for 
Search instead for 
Did you mean: 

Router service issue

FIXED
aledlewis1
Dabbler
Posts: 10
Registered: 19-11-2011

Router service issue

Hi,

Since it seems I can't e-mail, I thought I'd post this on here if only to register my annoyance. My broadband stopped working thirteen days ago. I called support who diagnosed a fault with the router. I can't complain about the service I received there, and it seems the diagnosis was correct. The representative said a new router could be dispatched if I paid postage, to which I agreed. The representative told me "you'll probably get it tomorrow, but it might be the day after".

Thirteen days later it still has not arrived. Frustrated with the lack of connectivity at home I actually went and bought a router myself. This has worked and my broadband is now functioning normally again. The annoying part is having to pay for postage which was clearly by a service that did not even guarantee delivery, much less in a timely manner.

I suggest to plusnet that you need to review your procedure in this area and see if it meets the standard you aim to provide. A refund of the postage fee would also be nice, but I won't hold out hope.

Thanks for reading.
Aled
7 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Router service issue

Fix

Hi Aled,

 

I'm very sorry the router hasn't arrived yet. I've ordered another one so even though you've bought your own you'll have a spare should you ever need it. I've also refunded the postage back to you.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
aledlewis1
Dabbler
Posts: 10
Registered: 19-11-2011

Re: Router service issue

Hi Chris,

Thanks for your prompt and helpful response. I'm happy with that piece of good service. 🙂

Aled
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Router service issue

No problem at all Aled, glad to help

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
aledlewis1
Dabbler
Posts: 10
Registered: 19-11-2011

Re: Router service issue

Another week has gone by, still no router. My address on the account is right. I'm starting to suspect there's a local postman making a nice black market profit on stolen routers. It's not a problem since I'm all working now, just odd. 🤷‍♂️
Plusnet Help Team
Plusnet Help Team
Posts: 8,945
Thanks: 2,809
Fixes: 441
Registered: 21-04-2017

Re: Router service issue

I like to think it's just lost in the post. Roll eyes

 

It looks like the component on the account may be stuck as the router is stuck in the awaiting processing stage. As a gesture of goodwill, I've sent you the Hub One which is an all-in-one router with a combined modem.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Gaffer
Community Gaffer
Posts: 13,423
Thanks: 1,182
Fixes: 92
Registered: 04-04-2007

Re: Router service issue

The issue here is that staff have mistakenly placed an order for a router that is no longer stocked. I'll look into putting measures in place to prevent that from happening.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

aledlewis1
Dabbler
Posts: 10
Registered: 19-11-2011

Re: Router service issue

Ah, that explains it. Thanks Gandalf and Bob!