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I placed order but have not received my account information email, neither router has been delivered

Settling in


I am a new customer and I just ordered broadband.  

-I received my pre-contract information and order summary, but no welcome email.

- Provisional date for delivery is Friday 20th of January, but router hasn´t been delivered.

- I haven´t been able to sign in anywhere, the email address I used to sign-up isn´t recognised and I haven´t been given an account number or area reference number.

As I have no account information I am unable to track my order. When should I expect to receive the router? I need it as soon as possible to be able to work.


Kind regards,



Forum Team
Forum Team

Hi @pecasdiego 

Thank you for reaching out to us here, welcome to the community.

Please accept our apologies for the difficulties you are having, I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Thank you


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