topic Re: New router in My Order

New router

PabloBruno — Mon, 20 Dec 2021 14:21:23 GMT

Hi, my contract was up in Jan so was offered to go onto the new Unlimited Fibre Extra package and they asked if I wanted to upgrade to the new router for £6.99.

I agreed and ordered it on 2/12/21 but I am yet to receive the new router. There is no online chat service at the moment and I don't have time to wait on the phone for 30-40 to ask where it is.

Does anyone know how long they usually take?

Re: New router

kammneves — Mon, 20 Dec 2021 15:20:59 GMT

Our new router only took a couple of days, Plusnet are usually very efficient.

Either way its worth the upgrade and we're very pleased with it.

Re: New router

PabloBruno — Mon, 20 Dec 2021 15:22:10 GMT

Many thanks.

Does anyone know how I can chase it up without having to sit on the phone on hold all afternoon?

Re: New router

jab1 — Mon, 20 Dec 2021 15:26:10 GMT

@PabloBruno What package are you currently on, and when is your new one due to start?

Hopefully one of the PN Help Team will pick this up soon.

Re: New router

PabloBruno — Mon, 20 Dec 2021 15:33:55 GMT

Thanks - I'm on the Unlimited Fibre Extra and it has already started.

Re: New router

jab1 — Mon, 20 Dec 2021 15:36:15 GMT

Ok - so you are using the Hub1 at the moment? That should be OK until the new one arrives, but as I said, this needs PN Help Team intervention.

Re: New router

PabloBruno — Mon, 20 Dec 2021 15:37:48 GMT

Yes, the old router is working fine and the speeds have improved.

Do the PN Help Team read these posts?

Re: New router

jab1 — Mon, 20 Dec 2021 15:38:50 GMT

Yup, but they are a bit thin on the ground and busy so it will be later before they pick up.

Re: New router

bobpullen — Mon, 20 Dec 2021 18:19:04 GMT

@PabloBruno - apologies, your hardware order hadn't been triggered for some reason. I've sorted this and you can expect it within a few days.

Re: New router

PabloBruno — Mon, 20 Dec 2021 18:20:47 GMT

@bobpullen - Many thanks, that's quick work. Season's greetings and all the best for 2022.