Hello Ash,
A warm welcome to the forums.
Routers are despatched and tracked via Royal Mail. The tracking details are sent by email and routers are despatched 2-3 days before the due install date. Sometimes installation dates can slip for a number of reasons ... which are not always communicated by email. You can check the state of your order and router dispatch by inspecting the ticket history on the account - see below.
This generic delay advice might be relevant.
Delayed orders
There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...
- The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
- The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
- Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
- BT Openreach do not have engineering resources available in the usual timeframe
To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.
NB: If a user tells their existing supplier that they are leaving and that supplier places a cease on the line, Plusnet cannot process a new order until AFTER the line has been ceased. That could lead to circa 14 days without an internet service.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
