topic Re: Fiber broadband in My Order

Fiber broadband

Paulwalters290 — Wed, 21 Sep 2022 10:32:49 GMT

I am having my broadband upgraded today but I don't have the new router.

What do I do?

Paul

Re: Fiber broadband

MisterW — Wed, 21 Sep 2022 10:39:22 GMT

@Paulwalters290 what are you upgrading from & to ?

and which router do you already have ? it may be possible to use it whilst waiting for the new one

Re: Fiber broadband

Paulwalters290 — Wed, 21 Sep 2022 12:22:01 GMT

I had ultimate fibre extra going to full fibre.

How can I chase my router?

The tracker shows no order

Paul

Re: Fiber broadband

MisterW — Wed, 21 Sep 2022 13:03:28 GMT

@Paulwalters290

I had ultimate fibre extra

So I'm guessing you have a Hub one? if so, then when you are upgraded to Full fibre, just disconnect the DSL cable and connect a Cat5e/Cat6 cable from the ONT to the red WAN port on the Hub one. It should just work without changing any settings. The ONLY proviso is that if you've gone for the 900Mb Full fibre , then the Hub one MIGHT not be capable of achieving the maximum speed.

How can I chase my router?

Either call Customer services or wait for a staffer to see this thread ( might be a while as they're very busy! )

Re: Fiber broadband

dvorak — Wed, 21 Sep 2022 14:41:15 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Fiber broadband

TheMightyAJ — Thu, 22 Sep 2022 16:07:09 GMT

Hey @Paulwalters290,

Thanks for reaching out to us and I'm sorry to hear the new router's not arrived just yet. I can see that a member of our staff has had a look into this today and responded via the open support ticket on your account, which can be accessed here. Just let us know if there's anything else we can help out with and we'll be happy to assist