topic Re: New Router not arrived engineer due tomorrow in My Order

New Router not arrived engineer due tomorrow

lscatterson — Tue, 04 Oct 2022 13:36:55 GMT

Hi,

My new fiber router has not arrived and engineer is due tomorrow. I cannot get through on the phone.

If I try and track my order online but get a message to say I do not have one.

What should I do?

Thanks

Lawrence

Re: New Router not arrived engineer due tomorrow

Baldrick1 — Tue, 04 Oct 2022 13:55:14 GMT

@lscatterson

Are you upgradiong to Full Fibre?

If so have you got a Plusnet Hub One? If so that can be used until your Hub 2 arrives. Just remove the DSL lead and connect the red WAN socket to the ONT using a CAT 5E or better Ethernet cable, If you have elected to have one of the fastest FTTP connections there could be limitations on your upload speed.

Moderators Note

This topic has been moved from Full Fibre to My Orders

Re: New Router not arrived engineer due tomorrow

lscatterson — Tue, 04 Oct 2022 13:57:32 GMT

Thank you for your reply.

I am moving to Broadband: Full Fibre 300, not sure what my current router is but I have had it for about 4 years. How do I tell which one it is

Thanks

Lawrence

Re: New Router not arrived engineer due tomorrow

bobpullen — Tue, 04 Oct 2022 14:42:33 GMT

@lscatterson - your hub was disapatched last Friday via Royal Mail First Class post.

I can only imagine it has been held up by the strikes.

Will hopefully be with you any day now.

Edit: Forgot to add, you currently have a Hub One. This will work with FTTP by running an ethernet cable between the red WAN port on the back and the Openreach ONT that your engineer will install on the wall. The upload will be limited to 30mbps in this configuration, however it should see you good until your Hub Two arrives.

Re: New Router not arrived engineer due tomorrow

lscatterson — Tue, 04 Oct 2022 14:41:20 GMT

Hi,

Thank you for checking, yes the strikes with Royal Mail will not help neither does living in Northern Ireland.

Below is a picture of my current router, will I be able to plug this in to the ONT on the box thats install and still have internet.

I am mainly worriedabout having no internet as I need it for work.

Re: New Router not arrived engineer due tomorrow

bobpullen — Tue, 04 Oct 2022 14:43:01 GMT

@lscatterson - see the edit of my previous post.

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 07:35:59 GMT

Will this work with any router? My new router has not arrived.

thanks

Re: New Router not arrived engineer due tomorrow

jab1 — Thu, 06 Oct 2022 07:57:07 GMT

@dogtired Which router do you currently use?

Re: New Router not arrived engineer due tomorrow

MisterW — Thu, 06 Oct 2022 07:58:41 GMT

@dogtired it will work with MOST (except Talktalk/Sky locked) routers, but if it's not a PlusNet supplied one, then there's a little manual configuration required.

Tell us what make/model your router is and we'll try and advise.

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 07:59:58 GMT

Hello, it is a John Lewis one, which is really Plusnet. The make is ZYXEL.

THANKS

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 08:07:32 GMT

@jab1

ZYXEL John Lewis fibre broadband on the telephone line,

thanks

Re: New Router not arrived engineer due tomorrow

jab1 — Thu, 06 Oct 2022 08:09:12 GMT

@MisterW ? - I'm not certain.

Re: New Router not arrived engineer due tomorrow

MisterW — Thu, 06 Oct 2022 08:12:11 GMT

@dogtired its likely a VMG 3925-B10C then ?

If so it will work fine, although it will need a little configuration. You will need to change the username/password on the broadband settings screen

Are you changing to Full Fibre or staying with normal FTTC ( Fibre unlimited/extra ) ?

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 08:25:34 GMT

@MisterW Yes it is, I am changing to full fibre.

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 08:38:07 GMT

@MisterW how do I change those details? Thanks

Re: New Router not arrived engineer due tomorrow

MisterW — Thu, 06 Oct 2022 10:12:38 GMT

@dogtired I'm not totally sure how the JL version will have been setup. I had one trial when they were being proposed for JL customers but it was setup for my PlusNet account.

Can you post a screenshot of the Broadband configuration page please. Login to the router, go to Menu->network setting->Broadband , it should look something like this ( but not completely the same ). Then I'll be able to explain exactly what needs configuring.

Re: New Router not arrived engineer due tomorrow

dogtired — Thu, 06 Oct 2022 10:34:50 GMT

@MisterW Hi, sorry I can't log onto the router as it will not accept the user name and password so I will have to wait until the engineer comes today, then reset the router as I don't want to reset it before the engineer comes.

Re: New Router not arrived engineer due tomorrow

MisterW — Thu, 06 Oct 2022 10:40:12 GMT

@dogtired have you changed from the default then ?

IIRC the default username is admin and the password is on the back of the router

Re: New Router not arrived engineer due tomorrow

MisterW — Thu, 06 Oct 2022 10:53:20 GMT

@dogtired that's not the screen I need. Click the Menu Icon (three lines at the top rh corner ) then select Network setting , then Broadband. You should have a display similar to the one I posted, but likely only three interfaces rather than the four on my display

Re: New Router not arrived engineer due tomorrow

bobpullen — Thu, 06 Oct 2022 11:05:21 GMT

@dogtired - it's unusual that your router did not arrive as it left the warehouse back on 20/09. I can see a second device is due to leave the warehouse today, so should be with you over the next day or two all being well.

The John Lewis hub can be configured to work in the mean time. It would need unpluging from the phone line and an ethernet cable runnning from the blue WAN port on the rear, to a LAN port on the Openreach ONT that the engineer will install.

It may require reconfiguration though, so not being able to login could be a problem. My suggestion: -

1. Just try recabling the John Lewis hub without any reconfiguration. There's likely to be a priod of overlap during which both your old John Lewis and Plusnet broadband usernames will get you online. Hopefully this is all that's required.

2. Only if the above doesn't work - factory reset and then manually reconfigure the ETHWAN interface (pictured above) to use your Plusnet broadband username and password instead of the default John Lewis one. The format for Plusnet broadband usernames is detailed here. The password is the same as that you use to log into the Plusnet website.

3. If both of the above fail - then I can associate your John Lewis hub with your Plusnet account at this side. This should result in everything 'just working' after a factory reset. I can't really do this until after installation though as doing so will likey cause interruption to your existing service.