topic Re: New Hub2 — can I obtain one? in My Router

New Hub2 — can I obtain one?

Hrvpete — Fri, 17 Dec 2021 15:51:21 GMT

Good afternoon. I have had a hub 1 for several years and had a new one about 18 months ago as the original kept dropping out and losing connection. A tech guy from Plusnet altered settings to 5 ghz but this has significantly reduced range ( our home isn’t massive!). We didn’t have an issue with BT which had a later hub. Is it possible to get one of the new hubs?
thanks

Re: New Hub2 — can I obtain one?

bmc — Fri, 17 Dec 2021 16:24:28 GMT

@Hrvpete

If you still have the BT Hub you can use that.

Brian

Re: New Hub2 — can I obtain one?

Hrvpete — Fri, 17 Dec 2021 17:13:10 GMT

Thanks for your response. Sadly I don’t have the BT hub. I wondered if it was possible to get a new one from Plusnet?

Re: New Hub2 — can I obtain one?

bmc — Fri, 17 Dec 2021 18:01:14 GMT

@Hrvpete

Next question would be is FTTC available to you? An upgrade would almost certainly trigger a HubTwo.

Brian

Re: New Hub2 — can I obtain one?

Hrvpete — Fri, 17 Dec 2021 18:13:55 GMT

Thanks again Brian. I may have put this on the wrong thread : sorry. I do have fast fibre.

Re: New Hub2 — can I obtain one?

Dan_the_Van — Fri, 17 Dec 2021 18:19:58 GMT

I doubt if Hub Two's will be given out just because some asks for one, if I understand correctly they are issued to new customers or those who are renewing their contract.

Dan

Re: New Hub2 — can I obtain one?

Strat — Fri, 17 Dec 2021 19:27:29 GMT

Moderators Note
This topic has been moved from ADSL Broadband to My Router.

Re: New Hub2 — can I obtain one?

adam945 — Sun, 19 Dec 2021 15:11:53 GMT

Thanks a lot for getting in touch @Hrvpete

Rules are pretty strict when it comes to the Plusnet Hub Two's at the moment, in that we're only able to process them for customers who are upgrading from copper (ADSL) to Fibre, and for those new customers signing up on a Fibre contract.

There are plenty of third party routers that are compatible with our broadband that you might be able to purchase though, our forums are the best place to look for recommendations.

Re: New Hub2 — can I obtain one?

bobpullen — Sun, 19 Dec 2021 18:15:12 GMT

@adam945 - sorry to contradict but that isn't the case.
A Fibre customer recontracting can be offered a Hub Two in the majority of cases for the cost of P&P.

Re: New Hub2 — can I obtain one?

Buttercup — Sun, 19 Dec 2021 18:37:36 GMT

Sorry to be a pedant @bobpullen, but the information @adam945 shared is correct as of me just this minute reloading up the training we were given about the Hub Two launch. Our forum guys have logged off for the weekend and I didn't want to leave this post where we've clearly got different information.

If this has changed recently, great news for our customers - but we will need this information given to us before it's put into a public comment on this forum contradicting the information we've been given to use. As far as we're aware, direct from the training - you can get a Hub Two as a new Fibre customer, or when upgrading from ADSL to Fibre for the cost of the postage and packaging and no other situation.

Clarifying this ASAP seems to be in the best interests of us all - especially the people asking for a Hub Two.

Re: New Hub2 — can I obtain one?

Anoush — Sun, 19 Dec 2021 21:10:30 GMT

I believe following the training we received comms to say that fibre customers can obtain a Hub Two by recontracting through our Customer Options Team.

It’s surprisingly easy to miss an email though or not remember it, especially when we don’t personally handle sales & retentions on our department.

Re: New Hub2 — can I obtain one?

bobpullen — Sun, 19 Dec 2021 22:21:24 GMT

Indeed. I assume the confusion is from assuming an exclusion where there isn't one, based on some possibly ambiguous wording in the training (which I've seen BTW). We built new functionality to offer the hub in the internal recontracting journey. We wouldn't have done this if there was no intention to use it 😉

If there is widespread confusion then drop me a mail and we can address it 👍

Re: New Hub2 — can I obtain one?

Hrvpete — Mon, 20 Dec 2021 09:41:56 GMT

Thanks to everyone for the responses. I re-contracted with Plusnet towards end of Nov but was not offered a replacement hub ( I guess this is to save costs) . Any idea how to get a hub 2 …. Is it just a matter of ‘phoning customer service? Kind regards

Re: New Hub2 — can I obtain one?

Gandalf — Mon, 20 Dec 2021 10:43:17 GMT

Thanks for getting back to us @Hrvpete

As you've recently recontracted, we've ordered a Hub Two for you now you should receive soon

Re: New Hub2 — can I obtain one?

Hrvpete — Mon, 20 Dec 2021 10:54:11 GMT

Thank you so much. I really appreciate your help and support

kind regards

Pete

Re: New Hub2 — can I obtain one?

Gandalf — Mon, 20 Dec 2021 13:32:18 GMT

No problem at all Pete,

Let us know if there's anything else you'd need help with

Re: New Hub2 — can I obtain one?

Baldrick1 — Mon, 20 Dec 2021 14:03:26 GMT

@bobpullen wrote:

Indeed. I assume the confusion is from assuming an exclusion where there isn't one, based on some possibly ambiguous wording in the training (which I've seen BTW). We built new functionality to offer the hub in the internal recontracting journey. We wouldn't have done this if there was no intention to use it 😉

If there is widespread confusion then drop me a mail and we can address it 👍

There certainly is. I was 'corrected' on this only yesterday. https://community.plus.net/t5/My-Router/WPS-light-on-router-begins-flashing-by-itself/m-p/1847204#M29958

Re: New Hub2 — can I obtain one?

bobpullen — Mon, 20 Dec 2021 18:15:52 GMT

Thanks @Baldrick1 - I saw that one too.

Working on getting some clarification circulated to stamp out the confusion.

Re: New Hub2 — can I obtain one?

Madeleyite — Tue, 21 Dec 2021 11:35:58 GMT

I recontracted with Plusnet changing over to 'Unlimited Fibre' from 1st December 2021. I was sent a Hub One and it was updated to 'Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 02/12/21'.

This has not fixed the 5GHz Wi-Fi drop out issue. The Wi-Fi dropped out 4 times yesterday that I monitored. It may have dropped more times that I am unaware of because I was not watching at the time. I rely on 5GHz due to interference on the 2.4GHz band and can't easily connect via ethernet. A good 5GHz is important to me.

Am I able to get a Hub Two please?

Re: New Hub2 — can I obtain one?

Madeleyite — Wed, 22 Dec 2021 10:09:31 GMT

I should add that my Hub One is in direct line-of-site of my devices and only 5.5m distance with no barriers in-between so 5GHz Wi-Fi should be no problem. But it is.

Hopefully a Hub Two will fix the drop-out issue, if Plusnet could oblige please?