Moving house on Friday - new router has not arrived

[#1]

Hi all

I've been with plusnet for over 5 and a half years and generally really happy with the service.

We're moving house - our current landlord has decided to sell the house we live in.  We move on Friday.  I contacted plusnet 5 weeks ago to give them our date.  Had to sign up to a new contract to not pay the engineer fee but everything went very smoothly.  We were offered a new router as we were signing up to a new contract and were told it would be posted to our current address so we could take it with us - the engineer is coming the morning we move in.

Its Wednesday.  I have no new router.

I know there are postal strikes, but I would have expected it to be here by now and I'm worried it will now arrive after we have moved out and no longer have access.

[#2]

Moderators Note

This topic has been moved from Broadband to My Order

[#3]

@SeraRose Given your time constraints I would suggest that you call Plusnet and wait to talk to someone as the forum response time from staff is averaging 2 days currently.

[#4]

@SeraRose 

Seeing as the Post Office workers are on strike tomorrow, if it’s not in the post already you are unlikely to get it before Friday. Can you use your old hub at the new address? The Hub One will work on ADSL, FTTC and FTTP, be the FTTP upload speed limited to 30Mbps.

[#5]

@SeraRose - I can't see any evidence of a new router being shipped to you.

I'll place an order now for you but have it sent to the new address.

Ignoring the strike activity, it would typically leave the warehouse tomorrow.

[#6]

@SeraRose - I've had to hold off sending the router as I'm not convinced the address I have visibility of is complete. Any chance you can drop me a private message containing the full postal address please?

[#7]

Hi


It’s not allowing me to send private messages. Says access is denied. No engineer has turned up either

[#8]

@SeraRose   If you are still unable to send a pm now you have posted 3 times, just do 2 more posts - say hell twice - and you should be able to now.

[#9]

Hey @SeraRose,

Have you had a chance to send off the Private Message yet? If not, just let me know and I'd be happy to open a support ticket on the account, so we can do it that way instead.

[#10]

I’ve been speaking to someone. We’ve not had an engineer turn up today to sort the line out either and have been told it’ll be 2nd November before that happens so right now I’m furious

[#11]

I'm very sorry to hear this @SeraRose. I can see that this is currently being looked into and that a manager is due to call you back regarding the case. Please let me know if there are any further issues and I would be more than happy to pick this case up for review.

[#12]

So I was promised that a manager would call me to discuss the issues, definitely before close of business yesterday. No phone call.
As a run down of the issues: I gave 5 weeks notice of my house move.
Plusnet booked an engineer for the day of the move. And offered a new router
New router never arrived.
I wasted four hours of my moving day waiting for an engineer when I could have been helping to move things from my old house to my new house.
The engineer was apparently cancelled but no one was going to tell me about it.
I now can’t have an engineer until early November when I need the internet to do my job.
There’s no solution on offer beyond “can you get extra data from your mobile provider?”
And no call now from a manager.

[#13]

I'm very sorry to hear that you didn't hear back from the team yesterday @SeraRose. I've tried calling this morning but I haven't been able to reach you, so I've updated the open support ticket, which can be located here.

[#14]

Hi. I replied to the ticket. I was meeting my previous landlord this morning. I replied saying I was available from 12pm. Still no call.

[#15]

Hi @SeraRose,

I'm very sorry that we couldn't get back to you yesterday. We're quite short staffed on the social team over the weekend, so we may not always see ticket responses on the day. If there's anytime that you'd be free for a ring today between now and 4:30PM this afternoon, I'd be happy to try again then - just update the thread and it'll come back to me