topic Re: Registering 'new' Hub Two to Account in My Router

Registering 'new' Hub Two to Account

MJN — Wed, 20 Aug 2025 20:02:43 GMT

I recently upgraded from FTTC to FTTH and whilst I have opted to continue using my Draytek router I have bought a second-hand Plusnet Hub Two as a backup and in case I ever need support when I am assuming you'd prefer me to swap in one of your routers to rule out any issues with mine.

Is it sensible in this instance to get the serial number of the Plusnet router registered to my account?

Re: Registering 'new' Hub Two to Account

jab1 — Wed, 20 Aug 2025 20:07:29 GMT

It is - either contact CS, or wait for one of the Help Team to pick this up.

Re: Registering 'new' Hub Two to Account

MJN — Fri, 22 Aug 2025 13:23:21 GMT

Thanks @jab1 . Will wait for one of the forum reps to spot this.

Re: Registering 'new' Hub Two to Account

Tina11192 — Sat, 23 Aug 2025 15:54:29 GMT

@MJN Thank you for taking the time to reach out to us, I hope you are well.

I have sent you a separate email with the router serial number, you should also be able to see this information on the sticker that is directly attached to the back of the router.

I hope this helps

Re: Registering 'new' Hub Two to Account

jab1 — Sat, 23 Aug 2025 16:00:56 GMT

@Tina11192 Sorry, but if @MJN has bought a second-hand router, how do you (Plusnet), know what the serial number is?

As I read and understood it, they wish to register said Hub against their account, should they need to use it to allow Plusnet access to their circuit in case of problems.

Re: Registering 'new' Hub Two to Account

MJN — Sat, 23 Aug 2025 17:53:50 GMT

Ah, apologies, the confusion is my fault.

I forgot that I must've had my own Plusnet Hub Two a few years ago, and so that'll be the serial number that's currently on the account. I'll reply to the ticket with my 'new' serial (edit: have now done so - thanks @Tina11192!).

Re: Registering 'new' Hub Two to Account

MJN — Sun, 24 Aug 2025 23:32:29 GMT

Hi @Tina11192 , reference ticket 249771149 I've received this in response to my follow-up giving the latest serial number:

Plusnet Robot-010 - OSS - Automation use only

7:21am, Sunday 24 Aug 2025

Thankyou for your query

We are closing this ticket as we are no longer able to support queries raised online.

Can you elaborate?

Re: Registering 'new' Hub Two to Account

Marsh — Mon, 25 Aug 2025 09:16:29 GMT

Hey @MJN

Please ignore that email. It was only sent out, as when we create a ticket on the account, we can select a certain team; however, it was not moved to the incorrect team, and our robot closed it down apologies

I have updated your account so it has the SN of the Hub Two you have acquired.

Re: Registering 'new' Hub Two to Account

MJN — Mon, 25 Aug 2025 11:32:14 GMT

That's great - thanks Josh!

Re: Registering 'new' Hub Two to Account

Anonymous — Mon, 25 Aug 2025 22:42:45 GMT

"we can select a certain team; however, it was not moved to the incorrect team"

So, following that...

It would have had to be moved to the 'incorrect team' to prevent the robot closing the ticket?