topic New fibre router Nov 2021 in My Order

New fibre router Nov 2021

k_fletcher1940 — Thu, 02 Dec 2021 22:15:43 GMT

On 9 November I signed a new fibre broadband deal and paid the postage charge for a new router. The router has not been delivered. Could someone please arrange for the router to be delivered as soon as possible.

Is Plusnet sending hub 2s to home customers yet?

Re: New fibre router Nov 2021

jab1 — Fri, 03 Dec 2021 07:20:43 GMT

@k_fletcher1940 Welcome to the forums. When is your 'go live' date? The Hubs are despatched to arrive a few days before that.

Re: New fibre router Nov 2021

RealAleMadrid — Fri, 03 Dec 2021 07:44:52 GMT

@k_fletcher1940 Hub2 routers started being sent to residential customers who signed up on or after the 24th of November, so your order was quite a while before that. However since they haven't sent a router yet you might be able to persuade Plusnet to send a Hub2.

See this thread https://community.plus.net/t5/My-Order/Plusnet-router-query/m-p/1844032#M20879

Re: New fibre router Nov 2021

kirstybarnes15 — Fri, 03 Dec 2021 09:40:06 GMT

Hello, I am in the same boat. My go live date for fibre broadband upgrade is today 3rd December 2021 and I am yet to receive my router 2 that I paid the postage and packaging for. I was expecting this by latest yesterday as I understood the router would arrive for the activation date that was chosen for me as the p&p was paid for well in advance. Why was this not posted on the day of my order so this was received ready for activation day?

The fibre broadband won't work with my current router when my non fibre is deactivated later today so I am likely to be without internet. Fix this Plusnet!

Re: New fibre router Nov 2021

bobpullen — Fri, 03 Dec 2021 10:04:35 GMT

Looks like this one was sorted with a call to support.

@k_fletcher1940 shout if not.

I'll also look into getting the issue fixed that caused the non-ordering of your hardware (although in this instance, it's worked out in your favour )

Re: New fibre router Nov 2021

bobpullen — Fri, 03 Dec 2021 10:10:56 GMT

@kirstybarnes15 - your fibre upgrade is not due to complete for another week or so. Your hub will be dispatched nearer the time.

Re: New fibre router Nov 2021

kirstybarnes15 — Fri, 03 Dec 2021 10:19:24 GMT

Hi, thank you so much for your reply. My email from Plusnet states that my 'change over' is today 3rd December.

Why would this be another week or so if I've been supplied a date? Any ideas please?

Re: New fibre router Nov 2021

bobpullen — Fri, 03 Dec 2021 10:42:04 GMT

@kirstybarnes15 it looks like your upgrade order was placed with a requested date of the 3rd, however the earliest our suplliers can deliver is the 10th. For some reason I'm unsure of, a system notice wasn't generated to make you aware of the change.

Really sorry about that

Re: New fibre router Nov 2021

kirstybarnes15 — Fri, 03 Dec 2021 10:48:55 GMT

@bobpullen I am very grateful to you for communicating so clearly and quickly. I was not formed of this so I am very glad I reached out via this forum as without doing so I would not have been told. I will wait until 10th December when I hope to have received my router in anticipation of my true and accurate activation date. Many thanks to you.

Re: New fibre router Nov 2021

k_fletcher1940 — Fri, 03 Dec 2021 14:13:17 GMT

Thanks for your reply Bob. As you say Support has sorted things out for me.

I followed RealAleMadrid’s advice. The lady I spoke to in Support has arranged for a new router to be delivered to me.

I should like to thank her for the way she handled my call.