Gigafast 900 Pro Router not dispatched

[Bozza]

CityFibre engineer attending 11 April between 8am and 13:00, but it is very late Friday night (23:20) and my order still shows it has not been dispatched yet.

I spoke to CS at 13:30 today that advised there was an inconsistency with my details, but did not elaborate on details and advised it was a generic issue. 

The agent advised that she raised a manual order form which was authorised by her TL for the router, booster etc... to arrive Saturday 9 April, however nothing has changed with my order and no email via DPD.

How can I get this resolved urgently please? 

[Jayach]

Presumably you are moving from FTTC to FTTP. Who are you currently with?

If Vodafone it should possible to use the same router, If another ISP, you have hopefully not cancelled expecting the new fibre line to be up and running when they said it would be.

Once the router is with DPD it should be delivered the next day.

[Bozza]

Moving from TalkTalk and that is a whole other story (2 month fiasco there) where they decided to cease my FTTP and FTTC connection.

I have FTTP already done so not entirely sure what the engineer from CityFibre is for if I'm honest. 

Sounds like I'll have no Internet from what you are saying which is not a great start, plus with Vodafone I cannot log into my account - again another issue I have logged.

[Jayach]

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@Bozza wrote:

I have FTTP already done so not entirely sure what the engineer from CityFibre is for if I'm honest. 

Is that with CityFibre already, or was it with Openreach? Vodafone seem to always use CityFibre if both are available.

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@Bozza wrote:

I cannot log into my account - again another issue I have logged.

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That is a frequent complaint on here, many can't log in until the broadband goes live, despite what the emails say.

[Bozza]

Yes with CityFibre. 

Account was accessible as a Prospect account until I was signed up to Vodafone, but yet to go Live which should be for 11 April. 

*Update*

Randomly DPD delivered my router, dongle etc... not long ago yet the email link to track my order shows that it has 'not been dispatched. 

[Jayach]

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@Bozza wrote:

Randomly DPD delivered my router, dongle etc... not long ago yet the email link to track my order shows that it has 'not been dispatched. 

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That is odd, as DPD are usually very good, sending a text the day before, and texts on the day with a delivery slot.

[Bozza]

 

 

As you can see from the images, received and not updated as Dispatched. 

No doubt this may cause further issues down the line if I ever need something sending again.

[Evie]

Hmm how odd @Bozza - If you would like us to check if the same is reflecting on our side please drop us a message on social media. Make sure to include your landline/account number and a link back to this forum thread to save repeating yourself.

In regards to your online account, we are currently working on resolving this issue with the email.

[Bozza]

Already done this via Messenger, but the other thread needs to be updated regarding the Account issue as opposed to this otherwise it becomes confusing especially if someone searches for an answer similar to both my queries, thanks.