topic Re: Router not received in My Order

Router not received

kel1 — Wed, 07 Jun 2023 14:59:25 GMT

Hello,

The broadband service is supposed to be activated tomorrow, but the router has not been received yet.

What can I do?

Please help to check.

Thank you.

Re: Router not received

jab1 — Wed, 07 Jun 2023 17:21:54 GMT

@kel1 Have you actually had a confirmed installation date? If you haven't received your Hub, check for any open/closed questions on your account - log into your online portal and then click this link:https://www.plus.net/member-centre/login?p=search

Re: Router not received

kel1 — Wed, 07 Jun 2023 18:50:14 GMT

The email just mentioned the service to be activated on 08-06-2023, no information on installation date.

After login, nothing special in online portal...

Re: Router not received

jab1 — Wed, 07 Jun 2023 18:55:24 GMT

Was this email directly after you had signed up - i.e. one where they gave an 'anticipated' date, or one which confirms the date, following all the checks which a new supplier has to complete. Who are you moving from, and when did you place your order with Plusnet? Who are you moving from?

Re: Router not received

kel1 — Wed, 07 Jun 2023 19:21:48 GMT

I have just received another email:

"The activation date for your broadband service is confirmed for 08/06/2023. We'll have your account ready on this date so you can start using the service as soon as you have a solid green light labelled PON or OPTICAL on your Openreach Modem (ONT). The ONT is the white box connected to a fibre-optic cable that runs to your house.
If you've ordered a Plusnet router, this will arrive before your activation date. Please refer to the guide inside the box for setup instructions."

Do you mean this email?

Can I receive the router today or tomorrow?

Re: Router not received

jab1 — Wed, 07 Jun 2023 19:27:27 GMT

Yes, that is the confirmation message I was referring to. It appears you are taking a Full Fibre service, which suggests you have already had an OpenReach visit to install the ONT?

In this case, I am surprised you haven't also received a text and/or email advising of the Hubs despatch, with a tracking number.

@bobpullen , if you're around?

Re: Router not received

MisterW — Wed, 07 Jun 2023 19:36:44 GMT

which suggests you have already had an OpenReach visit to install the ONT?

could be an already existing ONT from a previous connection or a new build with pre-installed ONT

Re: Router not received

jab1 — Wed, 07 Jun 2023 19:41:36 GMT

True, but the OP isn't very clear, and I bet there aren't that many that fall into this category - yet. 😉

Re: Router not received

MisterW — Wed, 07 Jun 2023 19:53:55 GMT

To me, that email is worded as though it's a remote activation expecting an existing ONT. If it was an installation then you would expect it to say something like, ' the engineer will connect your router when the service is installed'

Although I thought that with remote activation, Openreach sent a text a few days before, requesting that the ONT be powered on so it could be tested.

Re: Router not received

jab1 — Wed, 07 Jun 2023 19:53:34 GMT

Ok, fair enough. I haven't had much to do with FTTP, but I'm learning. 😀

Re: Router not received

MisterW — Wed, 07 Jun 2023 19:56:20 GMT

So are Openreach , unfortunately!

Re: Router not received

jab1 — Wed, 07 Jun 2023 20:05:39 GMT

@MisterW wrote:

To me, that email is worded as though it's a remote activation expecting an existing ONT. If it was an installation then you would expect it to say something like, ' the engineer will connect your router when the service is installed'

Although I thought that with remote activation, Openreach sent a text a few days before, requesting that the ONT be powered on so it could be tested.

I agree with your edit - something doesn't sound correct here. Wonder if Bob Pullen will pick up my tag?

Re: Router not received

kel1 — Thu, 08 Jun 2023 06:37:56 GMT

Oh, how come?

Re: Router not received

MisterW — Thu, 08 Jun 2023 06:41:43 GMT

@kel1 did you by any chance not request a Plusnet router during the signup ?

Do you have any existing router that could possibly be used in the mean time ? let us know make & model and we can determine if its usable

Re: Router not received

kel1 — Thu, 08 Jun 2023 07:00:54 GMT

In Pre-contract Information > Description of services > Equipment, it shows:

Plusnet broadband Equipment

Hub Two router

Re: Router not received

jab1 — Thu, 08 Jun 2023 07:02:58 GMT

Yes, but @MisterW is asking if you currently have a router, and if so, which?

Re: Router not received

kel1 — Thu, 08 Jun 2023 07:16:40 GMT

Let me check. If I can borrow a router from my friend, will the Plusnet router still be delivered? Or missed?

Re: Router not received

jab1 — Thu, 08 Jun 2023 07:26:02 GMT

Do you actually have one, without borrowing?

Re: Router not received

jab1 — Thu, 08 Jun 2023 08:52:32 GMT

@MisterW Post 13 suggests to me that PN have missed placing the Hub despatch order, for some reason?

Re: Router not received

MisterW — Thu, 08 Jun 2023 09:42:17 GMT

It does!. Another missing router thread appeared this morning. Hopefully Bob will respond to your tag. If not I'll escalate this and the other thread.