Router not delivered

[#1]

Hi, 

So, the plusnet hub router was due to be delivered by Royal Mail yesterday (06/02/2025) to Barrington CB22, they delivered to another address and the proof of delivery just has an image of the parcel being handed to a person. No details of the house/door number or the neighbour to whom it has been handed to. I am currently trying to get in touch with Royal Mail to get the info. Can plusnet track this order for me? It's really frustrating because it could be anywhere, I don't have any information on where to find or who to collect the parcel from.

Thanks in advance.

[#2]

Did the tracking information have your correct address ? if so you would have thought that the person to whom it was delivered wouldnt have accepted it!

I suspect RM are your best way forward, Plusnet will likely look at the tracking which says 'delivered'. Only RM MAY know where it was actually delivered and why...

[#3]

Hi @devanshi13singh ,

We would only have access to the same information you do regarding the delivery I am afraid.

Just the delivery image and status, I would highly recommend contacting Royal Mail or see if it's your immediate neighbours who received it.

If you are not able to locate it and have no other way of getting it please do let us know so we can re-issue the router delivery.

If you could, please private message me confirming your full address just so we know we have the correct details on your account.

Thanks,

Regards, Lex

[#4]

Hi, Thanks for your comment, yes seems so because I have registered a complaint with Royal Mail. They'll launch an investigation and try to retrieve the parcel and redeliver. They had a look at the proof of delivery image and agree that we can't make out where it was delivered and to whom. 

Thanks

[#5]

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@LexLex2020 wrote:

Hi @devanshi13singh ,

We would only have access to the same information you do regarding the delivery I am afraid.

Just the delivery image and status, I would highly recommend contacting Royal Mail or see if it's your immediate neighbours who received it.

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Reading here - My item is shown as delivered but it hasn't been? (5232) | Royal Mail Group Ltd - it is the responsibility of the SENDER to chase non/mis-deliveries.

What if the item can’t be located and the address was correct?

 
If the item has been scanned as delivered today but it can't be located, this may be due to a rare scanning error. Please allow an extra day for the item to be delivered before contacting us.

If you’re the recipient please contact the sender. They will contact us to make enquiries on your behalf.

If you’re the sender:

• If the item was posted in the UK, please contact us.

[#6]

Thank you for your time this morning @devanshi13singh, as discussed, I will follow up this router issue on our end to ensure this time it will reach you. 

[#7]

What are we looking at here? An inaccurate or confusing address?

If yes, is there any possibility of BT attempting an installation at the wrong address?

[#8]

Hey @Townman the address was correct, however, the proof of delivery left by Royal Mail does not confirm which address has been delivered too nor shows a door number to confirm. 

I have checked the database and all information is accurate, so it seems to be an issue on Royal Mail's end.

[#9]

All the delivery companies are as bad as each other, I spend hours per month tracing lost parcels sent by Parcel Force. If it is a signed for item, when signed it adds GPS co- ordinates to the signing pad. Ask Royal Mail for the GPS co- ordinates it was delivered to. At the end of the day, it is Plusnet's responsibility to do this for you, if you contact as the recipient, there is little info you can give except your address.

How many people look at a parcel that is delivered to them and asked to be signed, especially if the milk is boiling over, child screaming, dogs barking, etc. It is not until later that person would notice and maybe several days before they put it back in the post box, take it to the Post Office or throw it away as not theirs.

[#10]

From the Royal Mail website -

[#11 · Accepted solution]

Hi Everyone, 

Thank you so much for your helpful suggestions and comments. Seems the router was sent to Foxton Post office and was redirected to the correct address i.e., my address. I received the router Saturday afternoon. Thanks again to everyone and the Plusnet customer service. 

Have a pleasant week ahead.

[#12]

Hi Lex - sorry to hijack the thread but when do routers (for new full fibre installs) usually get sent out (not received by user, as I know that depends on Royal Mail)? 

I know the official line is 'sent...a few days before activation date' but I've seen other mentions of being sent shortly after booking install, which makes more sense as only sending a few days before activation risks a fibre install where the router has not yet been received?

Can you confirm when - generally - they get sent?

Many thanks

[#13]

@guiness731317 Hubs are sent out by Royal Mail Tracked24 to arrive 2-3 working days prior to a confirmed activation date

[#14]

If you already have a hub two you do not need a new one for FTTP. Either a hub one or hub two will work with FTTP - plug the ONT Ethernet cable into the WAN port on the router.

The hub one will not support the throughput of the higher speed FTTP packages.

[#15]

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@guiness731317 wrote:

I know the official line is 'sent...a few days before activation date' but I've seen other mentions of being sent shortly after booking install, which makes more sense as only sending a few days before activation risks a fibre install where the router has not yet been received?

Can you confirm when - generally - they get sent?

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The warehouse order is placed anything between 3 and 5 days ahead of installation date, it depends on the day of the week the installation falls on (extra allowances are made for weekends etc. as the warehouse do not work those days).

An order placed before midday'ish will typically be picked and dispatched the same day using RM24 (assuming a work day). Anything ordered after midday'ish will be picked and dispatched the next working day.