If you're a broadband-only customer, we'll send your bOnline router to your office address via Royal Mail. It will arrive 3-5 days before your services go live. 

You can check your activation date and track your order in by signing up to the MY bOnline portal.

For more information about your delivery, choose a tab below.

Royal Mail deliver Monday to Saturday between 7am-6pm. 

Tracking your router

How can I track my router?

You can track your order on the Royal Mail website with your parcel tracking number.

 

I can't find my tracking number

You will only receive a tracking number once your router has been dispatched. If your router is showing as dispatched but there's no tracking number, please contact us.

 

Receiving your router

Do I need to sign for my router?

Your router doesn't require a signature on delivery.

 

What happens if I'm out when it's delivered?

Royal Mail will try to deliver it to a neighbour (where possible) or return it to your local delivery office. They will also leave you an undelivered card with collection details.

 

My router has been returned to sender, what should I do?

If your router has been waiting at your local delivery office for collection, it will be kept there for 18 days. After this point, they will return it to us and you'll need to contact us to arrange redelivery.

 

My router is showing as delivered but I haven't received it

If you haven't received your router or an undelivered card, check to see if its been left with a neighbour. If you still can't find it, please contact us.

 

My router hasn't arrived

If your activation date or engineer visit has passed and the router still hasn't reached you, please contact us.

Please note: if you're upgrading your package, we don't send out new routers as standard. We'll check to see if your current router is suitable and automatically send you a new one if required.

 

Can I change where or when my router is delivered?

We can only send your router to your office address but if you notice an error in your address details please contact us

It's not possible to change the day or time of your delivery, but it's not a problem if you can't be at the office for it. Royal Mail will either leave your router with a neighbour or return it to your local delivery office where you can collect it at a time which suits you.

 

Can I set my router up as soon as I receive it?

We recommend waiting until your activation date before setting up your router, as your services won't be live until then.

Did this answer your question?