topic Re: New hub hasn't arrived yet - and I don't want to have to phone them up in My Account/Billing

New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 07:04:27 GMT

I ordered a new Hub with a package upgrade about a week ago and I haven't had it delivered yet, nor any communication on the timeline. I want to get in touch with customer services, but I just don't have the time or inclination to do that via the phone - it takes so long to ask a question like this over the phone.

I can't find any evidence of a chat-box anymore, nor is there a 'contact us' form or email address. Any ideas?

I can't believe that this company would get so many 'awards' for customer service and not have any way to contact them other than by phone...

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

jab1 — Thu, 21 May 2026 07:12:12 GMT

@Bobalicious When is your 'upgrade' due to complete, and have you checked your Member Centre for any tickets?

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

MisterW — Thu, 21 May 2026 07:41:04 GMT

@Bobalicious

ordered a new Hub with a package upgrade about a week ago

What Hub do you currently have ? and what package are you upgrading to ?

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

bmc — Thu, 21 May 2026 09:24:59 GMT

@Bobalicious

Quick way of doing so is to use

https://www.plus.net/wizard/?p=search

Brian

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 10:31:22 GMT

In a couple of weeks time - but I don't see that as of any importance. I can install my new hub and switch my wi-fi- connections over prior to the installation of the new fibre connection. I would expect something that was ordered to be delivered as soon as possible. And most importantly - the question I wanted an answer to was "How can I contact them".

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 10:33:07 GMT

I have no 'My Order' section - though that link showed that I had no open tickets

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 10:33:55 GMT

That's not information I'm going to share - as the question is "How do I contact the support team about this"

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 10:41:10 GMT

It looks like the 'reply' functionality on this forum is from 1995, and it doesn't fork the threads properly - so apologies to people I replied to - my responses are in the mix of the full thread.

The 'correct' answer was:

@ them on X (urgh) and get them to point me to:
- https://www.plus.net/contact-us/
And then go to "Make a Complaint", where you can then click to make an 'online ticket'
- https://www.plus.net/member-centre/complaint-form
This then creates a ticket that is visible at:
- https://www.plus.net/wizard/?p=search

Note - I could find no link to any of these pages from either the main site or the member centre. And yet Plusnet are getting awards for customer service? Incredible...

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

bmc — Thu, 21 May 2026 10:54:29 GMT

@Bobalicious

PN dispatch routers on a just in time basis - usually two or three days prior to the install date.

When it is dispatched you get a notification along with a Royal Mail tracking number.

Brian

Edit : Just noticed it's an Upgrade and not a new install. Tracking info is still valid.

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

jab1 — Thu, 21 May 2026 10:53:12 GMT

@Bobalicious wrote:

That's not information I'm going to share - as the question is "How do I contact the support team about this"

Who are you replying to with this comment - in a thread with multiple respondents/posts it is customary to 'tag' that individual - or quote the post, if it is not the one directly above.

You contact support via the phone, or for community support, you follow the thread.

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 11:08:00 GMT

@bmc wrote:

@Bobalicious

PN dispatch routers on a just in time basis - usually two or three days prior to the install date.

Thanks for this - this is useful info. I'm annoyed by it, as it means I now have to switch things over on a tight timescale - I would very much have preferred to get the hub 3 weeks in advance so I could do the setup in my own time.... but hey ho

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 11:11:51 GMT

@jab1 wrote:

@Bobalicious wrote:

That's not information I'm going to share - as the question is "How do I contact the support team about this"

Who are you replying to with this comment - in a thread with multiple respondents/posts it is customary to 'tag' that individual - or quote the post, if it is not the one directly above.

You contact support via the phone, or for community support, you follow the thread.

Yeah - that makes sense, if you're familiar with the platform - these days I just assume that when you click reply underneath a particular comment it would become a forked thread - I'd like to say "my bad", but it's not. It's this awful forum platform that's 20 years out of date...

Anyway - I have an answer to my question, sourced by myself - I have provided links for how to do what I asked - post a message to them to raise a ticket - which was what I asked for.

Thanks for trying to help though - it shouldn't need this kind of 'community' support for a business with a £400 million pound turnover...

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

jab1 — Thu, 21 May 2026 11:18:09 GMT

@Bobalicious What 'setting up' is involved - usually all you need to do is substitute the new Hub for the old one?

I assume you have never visited the forum since you registered in 2017?

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 11:27:28 GMT

@jab1 wrote:

@Bobalicious What 'setting up' is involved - usually all you need to do is substitute the new Hub for the old one?

I assume you have never visited the forum since you registered in 2017?

The new Hub will. by default, have a different network name and password. I have devices dotted around the house that need to be updated to connect to this new network. *That* is the setup that's needed. E.g. solar panel inverters, smart heating, etc, etc.

If I have a period of time with both hubs, I can connect the new one to the old one with an ethernet cable and then slowly go round updating everything from one network to the other. If I have a short period of time with both routers, then the time-period in which I can do that is limited. I'd rather spend 3 weeks doing that making sure everything's set up.

I guess I can still do the same thing, but with the routers plugged in the other way round - but that's only just occurred to me as I'm typing...

And no, I haven't visited the forum since 2017. I've used pretty much every other messaging and forum system under the sun though...

Anyway - I *do* appreciate your attempts to help, but my problem is solved now - I have contacted them via a form and have posted the links on this thread, hopefully so others in the future can find them and I've been informed that convention is for them to post out a JiT delivery of a hub.

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

MisterW — Thu, 21 May 2026 11:42:21 GMT

@Bobalicious

Just change the network name & password on the new Hub to be the same as the old Hub!. Then no need to change any devices, they will just connect to the new Hub

edit: just be aware that the Hub 2 doesnt permit the 'spliiting' of the wifi bands (2.4 & 5ghz) and giving them different SSIDs. So if you currently have a Hub 1 and have done so, you will not be able to replicate that with the Hub 2

Re: New hub hasn't arrived yet - and I don't want to have to phone them up

Bobalicious — Thu, 21 May 2026 11:43:34 GMT

@MisterW wrote:

@Bobalicious

The new Hub will. by default, have a different network name and password. I have devices dotted around the house that need to be updated to connect to this new network. *That* is the setup that's needed. E.g. solar panel inverters, smart heating, etc, etc.

Just change the network name & password on the new Hub to be the same as the old Hub!. Then no need to change any devices, they will just connect to the new Hub

Yeah - I suppose that's the simplest way of dealing with it.

Reality is, a lot of the devices are actually connected to another hub that runs my house's extended WiFi network - so there's probably only a few old bits that I never migrated. I just wanted to get the job out of the way on my own terms and in advance, that's all. And the lack of info coming out of Plusnet directly is just really frustrating.