topic Re: Hub locking up, gets hot and smell in My Router

Hub locking up, gets hot and smell

leighcocker — Tue, 08 Mar 2022 10:33:40 GMT

Hello.

My PN router often locks up and gets very hot to the touch and often there is a acrid plastic burning smell coming from the router. How do I go about getting a replacement?

Regards

Leigh

Re: Hub locking up, gets hot and smell

Baldrick1 — Tue, 08 Mar 2022 12:25:36 GMT

@leighcocker Welcome to the forum.
This does not sound good. These hubs get warm but should not get hot or smell.

If this is happening then you should stop using it. I can’t advise on replacement, that needs a discussion with Plusnet. You can either wait to see if a staffer comes along or ring in. 0800 432 0200.

Do you have another combined modem/router? If so then if you tell us the make and model we may be able to advise how you can configure this.

Re: Hub locking up, gets hot and smell

leighcocker — Tue, 08 Mar 2022 12:54:32 GMT

ok, thanks, Will raise with support via twitter.

Re: Hub locking up, gets hot and smell

Gandalf — Wed, 09 Mar 2022 10:45:10 GMT

Hi Leigh,

I'm really sorry to see your router's burning up. I've ordered a new router now you should receive by the end of the week.

Our products guru @bobpullen may have other ideas, but once you've got the new router I'd recommend posting the existing one back to us so we can inspect it. We'll provide a freepost returns label and bag with the replacement.

I'll also tweet you back now via Twitter. We haven't ignored you over there btw and thanks for the tweet.

We've been a little busy over the last few days but let me know if you need any further help.

Re: Hub locking up, gets hot and smell

bobpullen — Wed, 09 Mar 2022 11:10:23 GMT

Returns bag/labels are not being shipped with replacements at the moment.

There is a separate process for recovering items for inspection if they are believed to be a risk to safety. I'll leave it to @leighcocker to advise if this is something they would like us to pursue (@Gandalf - give me a nudge if you need some pointers on the process).

Otherwise, a normal returns label can be generated by following the guidance here.