I'm not sure why you think we've not got any routers to post? The issue was with the order being sent to the warehouse, not the stock of the hardware itself.

I wouldn't worry too much personally.

Having dealt with virginmedia, sky, BT and talktalk extensively, I can say genuinely that so far CS seems on par with virginmedia and Sky.

The only true hell is with TalkTalk customer services. They cannot do anything outside of the script or make any exceptions - not even the CEO team.

Put it this way, I have 3 lines in my house and BT originally was set to take over the wrong line. I was able to ring BT, get through to a team within 5 minutes who were able to access the openreach database, figure out with me which line was correct... They provided me instructions on how to identify each line by dialing out... We changed the line order to the correct line, got that info over to openreach and they were able to actually activate the right line. Had that been TalkTalk, they would have said "we renting lines from BT, we have no control of the lines" or something similar.

With TalkTalk - rang up asking for fibre...I was told CS were unable to take new line orders for fibre. I was told I needed to order ADSL and upgrade to Fibre as soon as ADSL was installed by CS. Seemed strange, but you believe the advisor.

Got ADSL installed, as instructed, rang to get fibre. CS tell me "you cannot change your Talktalk order for 3 months." Even the CEO team were not able to over-ride this. No flexibility what-so-ever... I am sure BT would have figured this out 100%. I cancelled in cooling off period luckily.

Do BT Consumer have a cooling-off period? Or just Sky and TalkTalk.

In reply to a post by ukhardy07:

The only true hell is with TalkTalk customer services. They cannot do anything outside of the script or make any exceptions - not even the CEO team.

Then perhaps you should have signed up with TalkTalk Business, they offer decent UK based phone support 7 days a week with many of their support staff being ex-Zen broadband.

In reply to a post by ukhardy07:

Having dealt with virginmedia, sky, BT and talktalk extensively, I can say genuinely that so far CS seems on par with virginmedia and Sky.

To be honest over the past 2+ months I've been a BT customer I've had nothing but problems with their customer service... they're either uneachable and when you do get someone they're either clueless to how broadband works and only go by a light colour on hub system or say nothings wrong with very little hesitation to even check...

Only time anything seems to get done is when you follow the complaints procedure or when your slating them on twitter...

I've been a Plusnet customer as well, terrible performance (at the time I was a customer) and NO CUSTOMER SERVICE at all for quiet a period...

I've always found Virgin's customer service to be adequet, but then I've always found the service to be pretty stable (not countiing utilisation issues)

After the last 13 months of using VDSL (FTTC) with 3 different providers I'm pretty convinced that if it wan't the only service availble at my new address I would go back to Virgin.... even with utilisation issues.

PS. sitting here right now looking at a Kelly Coms van in the carpark and hoping I still have the same broadband stats when it leaves :X

Then perhaps you should infoirm the guys who read and re-write their scripts to os
Live chat
Operative "there is an issue with delivery our routers but you will have this with in next few days"
Me: "If it is more than a couple I shall be in Lanzarote"
Operator: "unfortunately the suppliers are working on this i would wait till tomorrow we should have resolved this by then"

Can you tell me what that would indicate to you Chris, and certainly did nothing for me to know that this would really arrive before I went away.

And while we are at it can you tell me why you don't bother to tell your long suffering customers that there will be a delay.

But I guess that is like the information you gave me a couple of months ago that I needed a MAC code to leave or that my referral payments were not being paid because my friends might not have paid their bills.

How about giving information to your customers and, this is the catch for you, making sure you give the right information, now that would be something.

Then perhaps you should have signed up with TalkTalk Business, they offer decent UK based phone support 7 days a week with many of their support staff being ex-Zen broadband.

Totally agree with you... That said, if the ISP makes the mistake, the ISP should resolve it. I should not have to pay a premium for a business service to expect that. I only use my connection 1 hour a day at most nowadays, seems hardly worth getting a business service for that level of usage. However I do stream during that hour - hence nice to have a fibre speed.

And now it turns out to be another PN lashup Chris says this on their own forums

I'm looking at your account now and I think the person who added the router has made a mistake on it unfortunately.

Good grief, it is true Plusnet are on these forums,

If you're in Lanzarote you won't require a router!