Please can I order a new router?

[Orchid21]

Please can I order a new router? I have spoken to an online rep who said they had updated my address, but could not send me a new router and to call the Home Move team. I called the Home Move team, who said that my address hadn't been updated, so they updated my address and said my broadband would go live on 1st April, but they couldn't send me a new router until the service went live at my new address.

Tried calling again today and got cut off after 15 minutes on hold.  All I want is a new router, as I split from my ex-partner, and he has changed the lock, so I can't get the old router... please send one to me! 

[Jayach]

Oh dear. When there  is a  break up thing always get complicated,

So, as I read it you have moved,, but didn't take the router with you.

To be honest, the best thing would have been to take out a new contract at the new address, but if you were the subscriber at the old address you may have ended up with an early termination charge.

How you get a new router I honestly don't know. If you tell them have you moved, but the router will not power up at the new address you may be sent a new one.

Did you actually go through the Home Moves  process or are you trying to sign up as a new subscriber at your new address?

[Orchid21]

Thank you for replying. I already have a contract until next year, I don't see why I should take out a new contract, when I already have one. Yes I spoke to the Home Moving Team to say I had moved, and explained the situation.

I split from my ex-partner and he told me to leave his property with only a few hours notice, so taking the router was low priority at the time! I later went back to collect the rest of my things, however he had put my stuff outside and changed the lock. The router is still inside his property! Vodafone have said they will replace if lost or faulty, and it is lost, as he won't give it back.

[Evie]

Hi @Orchid21 - I understand that this is important to get sorted. If you are moving to a new address you would need to follow our home move process to get a new router sent out and your line activated at that property. Drop us a message on social media and we can look into getting that sorted for you. Make sure to include your landline/account number and a link back to this forum thread to save repeating yourself.