Router not delivered

[#1]

My router was dispatched on the 21st this month but I haven't received it. I just received a message that my broadband service has been activated. I had to panic buy an unlimited data plan as I just moved to the UK and this is my first broadband. I work from home and broadband is really important. Can the package be tracked somehow?

Also, I've tried hours waiting for the phone to connect to an agent but no avail. I even tried right at 8am today to see if I can talk to someone. Can someone help here in figuring out if the delivery is still scheduled or has the package gone missing or something?

[#2]

Hi there! Thanks for your post and welcome to the UK (as well as our Community Forums)

I'm really sorry to see you've not received your router yet. I can see we've put it in the post last Tuesday night so it should have arrived by now but it may be worth waiting a couple more days in case there's a delay with Royal Mail.

Unfortunately our routers aren't sent tracked so I can't find out where it is but if you haven't received it by close of play Monday let me know and I'll get a replacement ordered for you. Really sorry again about this. 

[#3]

Hi, thanks for looking into it.

Is it possible to send the next one with tracking? Hoping that it gets delivered though. I received Royal Mail packages just fine normally so not sure what happened. I'd really like to get the service started asap as I work from home full time and broadband is really important for that.

[#4]

Hi Muneeb, appreciate how important broadband is especially when working from home.

I'm afraid that due to the way we send hardware orders to our warehouse, the routers are only sent 1st class untracked post. The vast majority of our routers are delivered within 2 days so it's really odd how long it's been for you.

Have you received it yet? 

[#5]

I have not received it yet. I am extremely disappointed by the service and would have even considered paying extra for tracked mail if it was an option. If router cannot be delivered soon, I'll consider canceling the order as it's affecting my ability to work.

What are the next steps?

[#6 · Accepted solution]

Sorry Muneeb, it's likely the router is just lost in the post so I've sent you another which we'll try to get to you as soon as possible. Again I appreciate this is affecting your work and it'd be up to you if you'd want to cancel your order, but it's likely to take even longer to get up and running with another provider compared to waiting for a router. 

[#7]

Thanks for sending a new one. I understand and appreciate all the help but I really do hope plusnet will consider sending tracked shipments. I hope this one gets here and I'll keep you updated.

Thanks!

[#8]

No problem and thanks for the feedback!

As far as I'm aware there's a plan in the works to track routers but I can't tell you when that'll be.

Aye let me know how it goes over the next few days.

[#9]

Thanks and will update here!

[#10]

Sounds good!

[#11]

I received the router today and my broadband seems to be working fine. Thanks for the support and resolving this issue!

[#12]

Excellent! No problem Muneeb, let me know if there's anything else you'd need help with.