topic Re: Is any further action needed by myself to get new Hub 2 in Full Fibre

Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 12:48:46 GMT

I wonder if someone from Plusnet could help?

I renewed my contract with Plusnet at the end of last year and rang up the helpline yesterday to enquire about a Hub 2. A very helpful member of the support team checked my records and confirmed I was eligible for a free Hub 2. She then said she was going to transfer me to a different department to sort out the details. I then hung on the phone for 20 minutes before giving up!

I received an email saying

Thank you for you call to and your enquiry in to getting a new router. The call was passed through to the correct department to get this done for you. if you do have any more questions do not hesitate to get back in contact with us.

With a question number of

221496804

I am not certain if any further action by myself is needed.

Many thanks

Moderator's note by Mike (Mav): Post released from Spam Filter.

Re: Is any further action needed by myself to get new Hub 2

jab1 — Fri, 28 Jan 2022 12:53:58 GMT

@Anonymous What does the 'Question' say?

Re: Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 13:00:09 GMT

Exactly the same as the email

Re: Is any further action needed by myself to get new Hub 2

jab1 — Fri, 28 Jan 2022 13:05:49 GMT

Okay, Is there anything showing in your account summary page about a despatch/pending despatch of the Hub2? If not, I would get back on the phone and ask for an update.

Re: Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 13:09:09 GMT

No - nothing pending - I will leave it till Monday and if nothing appears I will give them another call

Re: Is any further action needed by myself to get new Hub 2

TheMightyAJ — Fri, 28 Jan 2022 16:37:37 GMT

Hi @Anonymous,

I've raised a support ticket on your account concerning this, which can be accessed here. Please let us know once you've had the chance to respond to the ticket and we'll pick this back up for review ASAP

Re: Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 17:00:26 GMT

Thank you very much for your reply.

I have responded to the ticket via email saying yes please!

Many thanks for your help

Update - the email bounced saying I had to reply to the ticket which I will now try to do.

Re: Is any further action needed by myself to get new Hub 2

jab1 — Fri, 28 Jan 2022 17:00:28 GMT

@Anonymous I think you probably need to respond on the ticket itself for PN to be able to action it for you.

Re: Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 17:03:43 GMT

You are quite corrects as I just found out!

Thanks

Just replied to the ticket

Re: Is any further action needed by myself to get new Hub 2

Anonymous — Fri, 28 Jan 2022 17:31:22 GMT

All sorted!

Thank you Plusnet