topic Re: Renewed Contract -New Router? in My Order

Renewed Contract -New Router?

Turvey1 — Sun, 18 Sep 2022 10:09:18 GMT

As per title really, just renewed our contract for Unlimited Fibre Extra last week and I was under the impression that PN sent out the new Hub 2 router for renewals but reading more into it now I'm not so sure.

We have no major issues with the Hub 1, apart from a couple of our phones routinely dropping connection and we have to re-enter password etc, but was hoping for the new 'improved' router to hopefully improve things.

I've read conflicting articles/posts saying that if you call up you can get one sent out for p+p cost but others saying you have to buy one for £100!

Re: Renewed Contract -New Router?

SpendLessTime — Sun, 18 Sep 2022 10:19:09 GMT

As you have just renewed then call up Plusnet and ask nicely if they will send out a new Hub 2 for the cost only P&P saying you though the renewal would automatically trigger a new router especially when the existing one is so old.

Or wait here for 3 to 7 days (average response time) and a member of staff maybe able to help on those terms too.

Generally the £100 is when the router fails after a year and a day (only guaranteed for 365 days) and it isn't worth that. Ore you are well outside of a renewal date and then tough luck. A trip to Argos can get you going for a lot less and with a better device in those cases.

Re: Renewed Contract -New Router?

Baldrick1 — Sun, 18 Sep 2022 10:19:03 GMT

@Turvey1 Welcome to the Community forum.

You don't get a 'free' new Hub unless you ask for one when you renew. Ring the Customer Options Team on 0800 013 2632, explain that you recently renewed and ask for one. This number is normally answered quite quickly.

Re: Renewed Contract -New Router?

Turvey1 — Sun, 18 Sep 2022 10:25:20 GMT

Thank you both for your quick replies. I shall give them a call.

Re: Renewed Contract -New Router?

Turvey1 — Thu, 29 Sep 2022 16:31:39 GMT

Well, after being on hold for over 1/2 an hour yesterday I tried the chat option but they couldn't help so I tried phoning again today.
After 30mins and having to endure George Ezra more times than I care to think about I hung up!

I'm now hoping that a PN helper will see this thread and come to the rescue.

Thanks in advance.

Re: Renewed Contract -New Router?

TheMightyAJ — Fri, 30 Sep 2022 10:10:55 GMT

Hey @Turvey1,

Thanks for reaching out to us and I'm sorry to hear that you couldn't get through to the team yesterday. I've had a look over this and raised a support ticket on your account, which can be accessed here. Once you've had a chance to read and respond to the ticket, please let me know and I'll pick this back up for review asap

Re: Renewed Contract -New Router?

Turvey1 — Fri, 30 Sep 2022 11:44:20 GMT

Thank you Alex, replied to your message.

Re: Renewed Contract -New Router?

TheMightyAJ — Fri, 30 Sep 2022 11:55:59 GMT

Thanks for getting back to us I've updated the ticket further - just let me know if you have any questions and I'll be happy to answer!

Re: Renewed Contract -New Router?

Turvey1 — Tue, 04 Oct 2022 19:30:49 GMT

@TheMightyAJ router arrived today, plugged in and left it while we had tea. Changed SSID etc back to old router settings for easiness and everything is hunky dory 👍

Many thanks.

Re: Renewed Contract -New Router?

Gandalf — Tue, 04 Oct 2022 19:54:30 GMT

Glad to see that! (I'm not @TheMightyAJ but I'm arguably mightier )

Let us know if there's anything else you'd need help with.

Re: Renewed Contract -New Router?

ganganvince — Sun, 12 Feb 2023 13:09:42 GMT

Looking at renewing how did you go about getting the router upgrade?

Re: Renewed Contract -New Router?

jab1 — Sun, 12 Feb 2023 13:34:15 GMT

@ganganvince request one at renewal. They are not issued by default, and are usually subject to a £6.99 P & P charge.