New Build and router delivery chaos

[JACK9127]

Hi folks,

I was expecting a delivery today of my router, but nothing arrived. I later tracked it only to find it advised "Incorrectly addressed. Returned to sender.". It's a new build house I get that, but it is in the address database. I rang up soon after I seen this and spoke to someone called John in Ireland, and advised the situation. I asked if a router could be delivered to my work address until this is sorted out (Asked BT to complain to Royal Mail about it). I was put on hold for about 5 minutes, he came back and said right all sorted I've ordered another one for you. Only to find he has ordered it to the same address and didn't do what I asked. I rang back afterwards and spoke to someone else, he said he has to raise it to his manager as there are already two hubs on my account now. It's just chaos, I've gone onto order tracker and I don't see anything referencing a hub to my work address yet.

Please could someone private message me to give me a hand?

Thank you

[RobbieMac]

Hi @JACK9127

Thanks for your post and welcome back!

I am sorry for the delay receiving delivery of your Hub.  I understand the address mix up is that it's a new build address - even though on Royal Mail's database.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[JACK9127]

Hi folks,

Please could I have an update on this one, I did reply to the message I got sent direct. But as we speak I've just had notification that my second router, has been sent to the same address again. Not the work address I have requested on two phone calls which I was told would be done.

Jack

[imjolly]

depending on how busy mods are it can take a few days for mods to respond to your reply especially if at weekend.  you are in a queue of other customers and mods will respond when your reply reaches front of queue.  this ensures that every customer is treated equally.  mods will get back to you

[JohnC2]

Hi @JACK9127, thanks for the update and sorry the address hasn't been corrected. I can see your case in the queue and someone will be in touch either later today or tomorrow. They may have to order another one to the correct address.

Cheers

John

[DavidM · Accepted solution]

Hi @JACK9127 ,

I can see the hub has now been delivered and everything is connected. Post back if you have any other problems.

All the best

David