topic Re: No router delivered in My Order

No router delivered

AndySheen — Tue, 25 Oct 2022 11:54:34 GMT

Ive still not received a router for my FTTP fibre contract which started on Wednesday 19th Oct (router was sent out on the 15th Oct) where the engineer removed my telephone line etc. As the router had not arrived plusnet were contacted in the morning to ask if the old router could be used while we wait for the new one and were incorrectly told we could.

Tomorrows phonemail will be to resend another router, with whats going on with parcel deliveries is going to be the same situation. I would cancel my contract but that will enter me into another world of pain. Im going to have to buy a third part router today and address the delivery/service failure at a later date. Can you recommend a couple of routers?

Re: No router delivered

MisterW — Tue, 25 Oct 2022 11:58:48 GMT

@AndySheen is your old router a PlusNet supplied one ? if so which model ?

If not , the what make /model is it ? we can then assess whether it can be used with FTTP

Re: No router delivered

AndySheen — Tue, 25 Oct 2022 12:11:13 GMT

It is a Plusnet Hub One, from chats Ive had previously I think the issue would be the existing ethernet cable would not be compatible, but not 100% on that! I have also a BT Hub 6 if that is any better?

Re: No router delivered

MisterW — Tue, 25 Oct 2022 12:24:27 GMT

The PlusNet Hub one will work fine, although it will limit the upstream throughput to around 30Mb. You just need to connect the red WAN port to the ONT with an ethernet cable( Cat5e or above) . I'm not sure what category of cable was supplied with the Hub 1 but if it has eight cores ( as opposed to only 4 ) then it should be fine. Even if its only 4 core then it will still work but will limit the downstream to 100Mb.

Does the HUB 6 have a WAN port ? if so , it will work , but the same comment applies to the cable. The HUb 6 will need configuring with your PlusNet details , see here for instructions https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M8557

Re: No router delivered

AndySheen — Tue, 25 Oct 2022 13:31:54 GMT

Thanks for your help the Hub One router has worked, confusion started from the Telephone enquiry saying the old hub would not work with the fibre to premises box but with some setting up with my updated password it has worked, cheers

Re: No router delivered

bobpullen — Tue, 25 Oct 2022 14:16:53 GMT

@AndySheen - might be worth getting in touch with your local sorting office if you can to ask if they've anything there for your address.

I recently saw a post around these parts where a customer had done this and they managed to track it down. Ten days is a long time to wait, even considering the strike action! 😲

Re: No router delivered

AndySheen — Tue, 25 Oct 2022 15:26:26 GMT

Will do, strike action today so will check first thing, hopefully I will sort out a new router before the strike actions ramp up in November!

Re: No router delivered

bobpullen — Tue, 25 Oct 2022 16:04:28 GMT

FWIW, we have been shipping earlier than normal to mitigate against the impact of the industrial action, but it's definitey not helped in all cases (as posts like yours seem to bear witness to).

We've also recently switched to a higher priority shipping service which should help with the November dates.

Re: No router delivered

AndySheen — Wed, 26 Oct 2022 12:50:39 GMT

After your suggestion I went to the sorting and there it was! delivered on the 15th a day after sending.

The slip up came with a new postman on the round instead of posting through the letter box he assumed it needed a sig or didn't try putting it through the letterbox, either way he returned it to the sorting office but failed to put a card through to say they had tried to deliver and where the parcel was. Appreciate the help in bringing this to a conclusion.