topic Re: Where is my router in Broadband & Landline

Where is my router

Jjhpaul98 — Mon, 13 Feb 2023 17:37:30 GMT

My router was due with the apple box on 10th in readiness for connection today. The apple box arrived, but no router. Royal Mail have been unhelpful and their tracking is saying it’s still at their Northampton hub.
When I spoke to EE this morning I was told alot of people were complaining their routers hadn’t arrived. I was expecting a messsge from EE to say a new one was on its way, but nothing at all. As my husband works from home this isn’t acceptable.
Has anyone else suffered?

Re: Where is my router

Christopher_G — Tue, 14 Feb 2023 08:05:24 GMT

Hi @Jjhpaul98

Did they confirm that the router has been dispatched when you spoke to us?

Chris

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 08:30:50 GMT

Good morning Chris,

on 9th I had two messages from Royal Mail, one for the Apple Box and one for the router. They both said that the items would be delivered on 10th…..I still have the messages. On 10th the Apple box was delivered but not the router. When I tracked the item again, it said it was at the Northampton hub, not with Banbury, where it has remained ever since.

Linda

Re: Where is my router

Christopher_G — Tue, 14 Feb 2023 09:33:50 GMT

OK, thanks @Jjhpaul98.

Hopefully Royal Mail will be in touch again soon with information of the second delivery.

Chris

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 09:40:51 GMT

I hope so. We are without broadband, which as my husband works from home is no good and he is having to go into work.
Not a very good start with having movies everything to EE. How long do we wait before another router is sent out? We cannot be without broadband!

Re: Where is my router

Christopher_G — Tue, 14 Feb 2023 09:50:36 GMT

I'm sorry to hear that. I can only suggest speaking to our broadband support team to see if they have any more information about the delivery, @Jjhpaul98.

Chris

Re: Where is my router

XRaySpeX — Tue, 14 Feb 2023 10:21:30 GMT

Have you another compatible router you may use?

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 10:43:45 GMT

Unfortunately no.

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 10:44:02 GMT

No as I’ve had to send my BT router back.

Linda

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 10:46:51 GMT

Sadly also the order number is incorrect. When I tried to put it in, it wouldn’t accept it.

Re: Where is my router

James_B — Tue, 14 Feb 2023 12:29:51 GMT

Hi @Jjhpaul98,

Did you get in touch with Broadband Support to see if they could help?

James

Re: Where is my router

Jjhpaul98 — Tue, 14 Feb 2023 12:59:39 GMT

Not yet because I have been out and have other jobs to do before I can sit down with this again.

Re: Where is my router

James_B — Tue, 14 Feb 2023 13:07:53 GMT

They'll be happy to help @Jjhpaul98 🙂

James