Still awaiting new router

[#1]

I agreed a new contract at the beginning of August and was promised a new router free of any charges due to a mix-up in my renewal quote. The router never arrived. I would have raised this issue with Plusnet earlier but have recently had a family bereavement. I have now been trying to phone at various different times of the day for the last two weeks to speak to someone but can never get through. I tried the web chat too but the robotic answers were usless. Is there a problem with the supply of these routers?

[#2]

Hi there, I'm really sorry to hear about your recent loss, apologies that the router hasn't reached you still. Could you send me a private message with your username please so I can look into it for you?