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connor_p's avatar
connor_p
Tuning in
6 months ago

Hub 5 swap

Hi! I raised an order for 1Gig broadband which I subsequently cancelled yesterday due to router delays. Anyhow, the router arrived today and I rang up pre-installation team to ask for the original order to be re-instated (it was a good deal!). They transferred me to the new sales team who set up another order... but they need to send another router out. The sales colleague told me that I could use the router that had been delivered, but to do so, I would need to ring up the QuickStart team and ask them to assign the router to the new works order that had been raised.

So, I attempted to do this, but the pre-installation team says the router has been cancelled so can't be activated for use with my new order - this doesn't sound right to me. Surely it's just a case of activating the router's serial number and MAC address (as well as associating it with my account)? 

Anyone able to help?

1 Reply

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hi connor_p, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear that there were issues with a delayed delivery which resulted in you cancelling before the equipment was delivered. We can see since posting, you've spoken to the team who have been able to get things sorted for you. 

    If you have any further issues, pop back and let us know. 

    Many thanks,