No router received for house move

[#1]

I placed an order for a product switch for a house move back on 21st June 2024, to go live on 2nd July 2024 in the new property. The agent on the phone told me when I asked:

- The router should be received within a few working days - the next week (i.e. WB 24th June 2024)

- The router would be sent by tracked postage

- The router should be here in time for the switch

- Most people did a 'straight switch' of the services from one property to the other - I deliberately pressed the agent on this because my partner works from home, and I did not want for us to be left without internet if the router did not arrive or if there were any problems, but he eventually said that the only real option was to cease at the old address and go live at the new one.

Inevitably, the router has not arrived, and we are left without internet. We planned our moving date around the broadband and now my partner is now unable to work from home, as even at the old property (which we still have access to), the service will cease tomorrow.

I have no idea whether our router has been dispatched. The only information I can find relates to open questions on my account, where it looks like there was some action on 28th July - a whole week after the initial order was placed.

How is this fair? How is it possible that broadband can be due to go live on a certain date but there can be no sign of the router? I could have signed up for another broadband service and have chosen to switch and perhaps be live much more quickly than what Plusnet are providing. I am so disappointed.

Questions I need answering:

- Will I be billed for the period of being 'live' where I have no access to the internet?

- Why was I told that I could not carry on with the previous service at the old property if this was an option? (I see this as a question on part of my broadband order)

- When will my router arrive; has it been dispatched yet? (I ordered it to the old property on the basis that it would arrive last week, when we were still living here; this is not true anymore.)

- Why was I told that it would arrive last week if the order was only put in last Friday?

[#2]

AS a point of interest, @lmgoodman , which router do you have at the old property, which service did you have there, and which service do you have at the new one?

[#3]

I think my account says Unlimited Fibre Extra (but I am struggling to see what is for the old property and what is for the new property). I believe that the new router is a Fibre Two router?

[#4]

If you were on FTTC at the old property, and are on FTTC at the new - which appears to be the situation as I read your comments above, then the Hub you use at the old address should work at the new one. What is your current router?

EDIT: Have you done this as a House Move, or have you set up a completely  new account for the new address?

[#5]

I’ve just checked the old router (still clearing out the old place) - it’s actually a Plusnet Hub One.

To my knowledge this was put through as a house move, so I don’t think I have a separate account for the new address.

[#6]

Okay. If this was a house move, the Hub 1 should work at the new address, providing OpenReach have connected you up.

[#7]

I hope so. I will try this when I am home.

Do you happen to know how I can track my router - is there a certain place on my account I could look?

[#8]

@lmgoodman 

I'm confused:

If you were with Plusnet at the old property, are staying with them at the new home, are keeping the same type of broadband connection, (FTTC), then why would you need a new router?

Why aren't you taking the original router from the old home to the new one?

I wouldn't expect a new router to be sent out just for a change of address?

I suspect that the PN person that you spoke to just got confused?

[#9]

@lmgoodman If the new Hub has been despatched - I seem to remember you saying earlier something to the effect it was 'ordered on Friday', then you should have had a text and/or email with a tracking number, and it should have reached you by today.

Suggest you check your account dashboard, and if it is not showing on there, give PN a call.