topic Re: Do you get a new hub with fibre? in My Order

Do you get a new hub with fibre?

cyberbabe18 — Thu, 06 Oct 2022 14:36:31 GMT

i upgraded to fibre last week it said it would start on the 5th but I haven't heard anything since? Should I have received a new hub? it definitely isn't fibre at the moment.

Re: Do you get a new hub with fibre?

MisterW — Thu, 06 Oct 2022 15:17:45 GMT

upgraded to fibre last week it said it would start on the 5th

@cyberbabe18 5th October or 5th November ?

5th Oct sounds very quick for a Full Fibre upgrade , Openreach are usually quoting at least 2-3 weeks. Are you sure that's a committed install date and not just a 'survey' for a 'KCI2 Assure' type install, wherby Openreach check to see exactly what's required for the install before committing to an actual install date.

You should receive a new Hub 2 router prior to the install, they are usually dispatched to arrive a few days prior to the install

Re: Do you get a new hub with fibre?

Baldrick1 — Thu, 06 Oct 2022 15:25:01 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Do you get a new hub with fibre?

cyberbabe18 — Thu, 06 Oct 2022 15:50:27 GMT

I have now received a text saying the new hub will be delivered in a few days it would of been helpful if that had been explained when I received the email about my order it only said your new package will arrive on 5th October !

Re: Do you get a new hub with fibre?

Gandalf — Sun, 09 Oct 2022 19:05:10 GMT

Hi there,

Just to confirm and sorry for the lack of communication regarding this, there's been a delay due to engineer availability but there's not much longer to wait now as your fibre order's due to complete on the 11th October. An engineer won't need to visit you as they'll just be carrying out work at the cabinet (the green box in the road).

@MisterW, yeah it's not full fibre, just regular fibre (FTTC)

Re: Do you get a new hub with fibre?

cyberbabe18 — Wed, 12 Oct 2022 14:12:06 GMT

I thought you were going to let me know when it was ready so we can set up the new hub? The Internet has gone off so I guess we set up the new hub? It would be nice to be informed

Re: Do you get a new hub with fibre?

Gandalf — Wed, 12 Oct 2022 14:16:24 GMT

Sorry to hear this. After an engineer carries out the work, it can take anytime up to midnight for the order to fully complete.

Once this happens we'd then automatically email you to let you know your fibre is up and running.

If you set up the new hub however it should work for you as it appears the engineering work is done.

Re: Do you get a new hub with fibre?

yearlyswitcher — Thu, 13 Oct 2022 18:39:12 GMT

the first date you were given won't be correct, you don't get the real date until you get in touch to query. Once the new hub arrives, set it up to check to works; the new hub will work with your standard broadband. You won't get any notice of the switchover, it will happen some time on the day. When it does your broadband AND YOUR PHONE will go out of service - they told me the phone would be unaffected but that isn't true.

Mine was working again about 20 minutes later. Luckily the important phone call had already been completed.

There's a sneaky regarding antivirus - I'll be contacting Plusnet tomorrow as there's a contract breach.