Help - I can't see my FTTP order and have not yet received my Home Hub 2 yet

[#1]

Hello,

I have placed an upgrade order to FTTP Full Fibre 145 (24 Months, £30.99) on 17 Aug 2022

I have received emails of order and confirmation text of installation date of 27 August 2022.

However, I have not received my Home Hub 2 router yet.

I have tried to track my order online but have been unsuccessful.

I would be grateful if you could confirm the order, status and dispatch / expected delivery of my Home Hub 2 router

Thank you and kind regards

Denis

Plusnet Account Username: denisrobinson

@Gandalf 

[#2]

I phoned the support desk this morning, looks like a problem with the upgrade email link. This may affect others, the order was I. The system at the non-discounted price. No router had been dispatched.

Agent helped with query, reconfirmed the order, applied the discount and confirmed order for dispatch of router. Thank You.

My question is: How did this happen and are PN actively resolving this.

- I still can’t view my order in my portal and would be grateful if admins could confirm activation and OR installation date for FTTP on 27-08-2022 between 0800-1300hrs

Thank you
Denis

[#3]

I can't talk for the discount, but the hub is ordered 3-5 working days before the installation date. Without intervention, there's a good chance the system would have been looking to dispatch it today.

[#4]

Thanks Bob, but this doesn’t explain why I cannot see the order status / tracker.

Could PN admin please confirm status of activation / install please

[#5]

This is from the supplier systems and suggests all is on track for the 27th: -

[#6 · Accepted solution]

Thank you Bob

[#7]

Really glad to see that's been sorted and do shout up if there's anything else we can help with.