Plusnet failure to supply the router - No fibre for Christmas

[#1]

Due to the amazing incompetence of Plusnet, I am a new customer and regretting it now,
I ordered 27/11, phone active 14/12, broadband may have actived 17/12, but who knows as they have failed to deliver the fibre router (using the UK's worst courier service), and its 22/12!!!
Getting the usual excuses, but will not have broadband for the family for the christmas period, really looking forward to the teenage strops!!!
Plusnet had plenty of time to post the router, so it would be there for the activation of the service but no they waited until the 15/12, they say it was posted. They waited until the busiest time of year for the worst courier company in the UK.
So far no reasons , just lots of excuses, So not happy at all.
Basically still without broadband until 2016 and Plusnet just  doesn't care

[#2]

Were you getting the new all in one hub from Plusnet or did the OR engineer leave a BTOR Modem?

[#3]

Its supposed to be the Hub One, no engineer is required.
I believe its straight forward to install, if one turns up slightly before there's snowball fight in the hot place!!

[#4]

Might be worth seeing if there's any BT Home hub 5's on ebay local to you ( for collection ) at a reasonable price. They'll work fine on Plusnet.
Might save you from the strops

[#5]

@sdcampbell2016
I'm very sorry that your router didn't arrive, we dispatched the first one around the 15th so that really should have turned up by now. Just a note that they are sent by first class post, not a courier.

[#6]

Shouldn't PN send the router via a tracked service with delivery confirmation? If they did, they would know that the router had not arrived and could arrange to send another one.
As it stands, whose responsibility is it to make sure the OP has the router? I would say PN since they posted it.

[#7]

I would say it would not harm PN to be a little more proactive. They can see that the connection that went live on 17th is not being used. Would it not be an idea to contact the (new) customer to make sure to check everything is okay?

[#8]

If it were me i would of purchased a device such as the billion 8800nl  from one of many retail outlets  and be using the connection that i was paying for, the billion 8800nl is way better than the re branded BT HH5 version A  and it's G.inp compatible too unlike the device supplied by plusnet

[#9]

Quote from: deathtrap

If it were me i would of purchased a device such as the billion 8800nl  from one of many retail outlets

Fair enough, but many people can't afford to go out and buy a replacement router just because they didn't get their PN one. Many people will carefully budget in their broadband costs and include the value of the supplied equipment in that offering. I see plenty of people on this forum changing providers to save a pound or two a month, so I think PN should be resolving the issue - going out to buy another router is not really the answer.

[#10]

Quote from: sdcampbell2016

Its supposed to be the Hub One, no engineer is required.

Did you call them when you made this post to ask them to dispatch another? Given it's sent 1st class post it may turn up before Christmas Day. I know Monday was the last recommended day but post sent on Tuesday will still likely turn up today or tomorrow.

[#11]

@sdcampbell2016
I suggest you double check your address is correct here: https://portal.plus.net/my.html?action=view_details&s=0

[#12]

Just to keep this in perspective - my router was sent by Royal Mail on December 21 and arrived the following day.

[#13]

Looks like the OP hasn't been on the forums since he made his last post!

[#14]

Quote

OP hasn't been on the forums since he made his last post!

Probably because he has no broadband connection due to lack of a router??

[#15]

how was he able to make the original post then.
clearly the OP has some way of using the internet.