migrate tommorow and not recieved my free router

I am Due to migrate to plus net tommorow but have not recieved my free router,
My present router is overheating ,And therefore I need a new router as soon as possible,
I have left a ticket asking when my router will be supplied, Questions | ID: 27984239
But plusnet have not bothered to answer the ticket.
Not a very good start plusnet.
If plusnet are not going to honour there free router offer then i will be requesting my mac code.

Ts@Cs

8.2 You may cancel this Agreement in relation to the Services in accordance with the Regulations within 7 Working Days beginning on the day after the day on which the Agreement is concluded. If the Services include line installation then, in relation to the line installation Service and related Services, this 7 day period is deemed to commence on the day after the day on which the Customer line is installed. In any 7 day period under this paragraph, you lose the right to cancel if the Service is used or otherwise performed within the 7 day period.

Edited by microbar123 (Thu 26-Feb-09 22:48:02)

Have you looked at the Order Tracker on the Portal?

If it says that your Order for the Router was placed today, you will receive it tomorrow.

Yes the router does not show as ordered in the order tracker.
And plusnet have just ignored my ticket,
Not a very good start by plusnet.
I fear I have made a mistake by migrating to plusnet.
and will be requesting my mac in he morning.

Edited by microbar123 (Thu 26-Feb-09 23:44:21)

It has been known for PlusNet's suppliers to run out of stock of these Routers. I asked you to check the status on the Portal because I believe that "Ordered" actually means dispatched in this context. I received mine the morning after the status went to Ordered.

If you are that anxious, call Plusnet Customer Services NOW. They have a 24/7 operation and will give you the status of the order.

There may be many reasons for requesting a MAC but I do believe that you are being unnecessarily previous.

If your router is a SpeedTouch 585 try propping one side up about an inch, (2.5cm). That helps the air flow and cures the overheating problem.

And I think that para of the T & Cs is useless to you as you presumably have not had a line installed. You just need to get out on the basis of them not fulfilling the contract, but that also seems unlikely as all dates I assume are described as estimated or expected?

You will be getting the router, maybe just delayed.

Edited by RobertoS (Fri 27-Feb-09 00:07:11)

In reply to a post by Wheel_Nut:

It has been known for PlusNet's suppliers to run out of stock of these Routers. I asked you to check the status on the Portal because I believe that "Ordered" actually means dispatched in this context. I received mine the morning after the status went to Ordered.

If you are that anxious, call Plusnet Customer Services NOW. They have a 24/7 operation and will give you the status of the order.

There may be many reasons for requesting a MAC but I do believe that you are being unnecessarily previous.

Its the fact that plusnet ignored my ticket that gets my alarm bells ringing,
And points to a could not care less provider.
I will be requesting my mac in the morning.

In reply to a post by microbar123:

In reply to a post by Wheel_Nut:

It has been known for PlusNet's suppliers to run out of stock of these Routers. I asked you to check the status on the Portal because I believe that "Ordered" actually means dispatched in this context. I received mine the morning after the status went to Ordered.

If you are that anxious, call Plusnet Customer Services NOW. They have a 24/7 operation and will give you the status of the order.

There may be many reasons for requesting a MAC but I do believe that you are being unnecessarily previous.

Its the fact that plusnet ignored my ticket that gets my alarm bells ringing,
And points to a could not care less provider.
I will be requesting my mac in the morning.

OK - I guess it is up to you, but it seems like an extreme reaction.

Phone them up. When I was with Plusnet I called them at 3am once, and they were very helpful.

You did take the 18 month contract didn't you? The free router is not available on 12 month contracts.

Edited by deleted (Fri 27-Feb-09 00:38:43)

For some strange reason they don't dispatch the router UNTIL the line is active/migrated. So until you migrate they will not order it, seems strange to me, but it is in there in the order tracker details if you check.

In reply to a post by kenr:

For some strange reason they don't dispatch the router UNTIL the line is active/migrated. So until you migrate they will not order it, seems strange to me, but it is in there in the order tracker details if you check.

Yes I noticed that i have gone live now and my router is now due to be dispatched on tuesday, Just have to wait till tuesday as my current router is dead.
They need to change this method.

I think that the situatioin is that with a new customer, new to ADSL BB that is, the hardware is sent in advance though with a migration it is perhaps reasonable to assume that the customer has functioning hardware so hardware is sent once the migration has taken place.