topic Re: new router in My Router

new router

Purplecat — Mon, 28 Feb 2022 22:35:02 GMT

hi

not long ago I signed up for another package and if I'd have known you had the hub 2 available I would have asked for one. so how do I go about this?

thanks

Re: new router

Gandalf — Tue, 01 Mar 2022 18:47:41 GMT

Hi @Purplecat

We're generally only sending a Hub Two in the following instances:

Signing up as a new customer
Upgrading your broadband package, for example, standard broadband to fibre, or fibre to fibre extra
Discussing with our Customer Options Team on 0800 013 2632 at the time of renewing

Having said that, looking Here I can see you're having some issues with your existing router on both a wired and wireless connection. In addition to the troubleshooting steps suggested, it may be worth posting up the Event Log from within your router's settings at 192.168.1.254 as this may help identify the cause for the problem.

Re: new router

Dan_the_Van — Tue, 01 Mar 2022 19:25:32 GMT

@Gandalf

it has been reported here recently that customers who are renewing their contract with you can order a Hub Two

Is this no longer the case?

Dan

Re: new router

Gandalf — Tue, 01 Mar 2022 19:27:16 GMT

That's where discussing with Customer Options at the time of renewing comes in.

Re: new router

Purplecat — Tue, 01 Mar 2022 19:39:47 GMT

Well I'm on fibre extra anyway. does that not mean I should have had a new router sent to me anyway?

Re: new router

Gandalf — Tue, 01 Mar 2022 19:45:29 GMT

Not necessarily, as we're only sending a Hub Two automatically when signing up as a new customer or upgrading.

I'd recommend having a chat with Customer Options when your contract's up for renewal.

In the meantime, I'm happy to help you with the issues you're currently having as there's nothing at this stage to suggest that the Hub One is materially the cause for the problem.