Router not delivered

breakdown47 · ‎21-03-2022

I was given the chance to upgrade my broadband package in January, which I chose to do, and at the same time I paid to upgrade my router. Yesterday my husband pointed out that the new router never arrived… I must admit that this had slipped my notice, as we don’t have any problems with the current router and the issue wasn’t an urgent one. However I did pay for the router, and would like to know where it is! Can anyone help with this? Many thanks 🙂

Townman · ‎22-08-2007

Hi, a warm welcome to the forum.

Some details would be helpful here please, you state that the invitation was received in January, however...

When did you place the order?
What was the nature of the upgrade? ADSL to FTTC or fibre to fibre extra?
What was the forecast date for the service change?
Did you receive a communication confirming that the service would change on a given date?
You note that the router has not arrived ... but has the service change happened?
Which router are you using at the moment?

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adam945 · ‎01-12-2020

I'm really sorry about that @breakdown47

It looks like the router was added to the account, but the button was never clicked to get it ordered and sent out, I've just processed this for you now, it should be with you within the next 3-5 working days.

Adam
Plusnet Help Team - Leeds