topic Re: New customer; switching from Sky in My Router

New customer; switching from Sky

afl — Sat, 05 Sep 2026 21:56:46 GMT

I'm a current Sky broadband customer (connected via a phone line).

Plusnet website identified my postcode and flat as possible to connect, so we ordered and already paid and now waiting for the router to arrive.

I was told I'm being sent the Hub Two Router and on the setup pages https://www.plus.net/help/broadband/router-setup-guides/ it says in section "What you'll need": "The ONT isn’t included in the box. If you don’t already have one, an engineer will install it as part of your activation."; and then the next section image ("Get connected in 3 easy steps") clearly shows the ONT box & LAN connection.

The problem is there is no ONT in my flat (I assume this is normally present with a full-fibre?) we do NOT have full-fibre, we have FTTC (to Cabinet, then copper from there to our flat) and as part of the activation we were told there will be NO engineer scheduled to visit us.

Question: will I be able to connect the Hub Two Router via my current wire (Broadband, not Ethernet) or perhaps should I call Plusnet to actually arrange the engineer visit?

Art

Re: New customer; switching from Sky

MisterW — Sun, 06 Sep 2026 06:14:40 GMT

@afl

The Hub 2 will work with both Full fibre & part fibre connections.

If you aren't getting Full fibre then Just connect your phone line to the broadband port on the Hub 2 just like you did with the Sky router.

Re: New customer; switching from Sky

afl — Sun, 06 Sep 2026 07:30:19 GMT

Thank you, MisterW!
Do you know if I'll need to let them know about this small config change or this will work out of the box?

Re: New customer; switching from Sky

MisterW — Sun, 06 Sep 2026 08:25:12 GMT

@afl

There isn't any config change, the Hub 2 autodetects the type of connection. If it doesn't see a connection on its WAN port it will fall back to a DSL connection.

I'm sure there used to be two guides in the Help & Support, one for a Fibre (SoGEA) connection and another for a Full Fibre. Seems the first has got lost...

Re: New customer; switching from Sky

afl — Sun, 06 Sep 2026 11:07:52 GMT

Thank you, my friend! I really appreciate you chipping in here.

At some point in time, I was close to calling them and pulling the plug, asking to cancel my just-signed contract, and it seems it won't be required.

Thanks again. Have a nice weekend.

Re: New customer; switching from Sky

pvmb — Sun, 06 Sep 2026 11:16:55 GMT

@MisterW wrote:

@afl

There isn't any config change, the Hub 2 autodetects the type of connection. If it doesn't see a connection on its WAN port it will fall back to a DSL connection.

I'm sure there used to be two guides in the Help & Support, one for a Fibre (SoGEA) connection and another for a Full Fibre. Seems the first has got lost...

If so... Could afl have been issued with a Full Fibre Hub 2 package? Same Hub 2, but with an Ethernet cable and (possibly?) without a 'Broadband' DSL cable (and dongle) to connect to a standard Openreach landline phone socket.

Re: New customer; switching from Sky

MisterW — Sun, 06 Sep 2026 11:55:37 GMT

@pvmb

AIUI the Hub hasnt arrived yet but I don't think the wrong package will be sent.

It's just that the help pages seem to have dropped the DSL guide, I guess its assumed that most of the new installs will be Full fibre

Re: New customer; switching from Sky

SixCopperKs — Sun, 06 Sep 2026 11:58:16 GMT

@pvmb wrote:

If so... Could afl have been issued with a Full Fibre Hub 2 package? Same Hub 2, but with an Ethernet cable and (possibly?) without a 'Broadband' DSL cable (and dongle) to connect to a standard Openreach landline phone socket.

Maybe, but in this case, the OP specifically said they only had a VDSL connection in place, and that there was no engineer installation appointment. So it certainly sounds like a take-over of a VDSL and changing the old router-modem to a PN Hub Two router-modem.

Re: New customer; switching from Sky

afl — Sun, 06 Sep 2026 13:41:06 GMT

Yes, the idea behind the switch was to (a) take over the existing internet line (from Sky to Plusnet) and drop the phone line (that we do not use via Sky). I hope that by deactivating the unused phone line they won't cut off our broadband as we urgently need this to work from home 2x per week.

EDIT: We'll see what arrives in the bundle, I hope for the VDSL cable to be included (despite the online help files not detailing them); if not, I'll be using the old Sky wire instead.

EDIT-2: My account states "Plusnet Hub Two DSL" if this helps at all

Re: New customer; switching from Sky

MisterW — Sun, 06 Sep 2026 14:41:35 GMT

My account states "Plusnet Hub Two DSL" if this helps at all

that would tend to confirm that the Hub 2 you will receive includes the DSL cable

Re: New customer; switching from Sky

afl — Sun, 13 Sep 2026 10:04:01 GMT

Yes, I received the correct parcel yesterday with all the required cables included.