topic Re: Full fibre being installed soon but router hasn’t arrived in My Order

Full fibre being installed soon but router hasn’t arrived

Cris_L — Fri, 26 Jan 2024 12:58:38 GMT

I’m due to have full fibre installed on Tuesday.
I was told a new router would arrive before the installation but nothing has turned up yet.

I currently have the Plusnet one router for the standard broadband. Will this work ok with full fibre if the new one doesn’t turn up? I don’t want to be without internet.
Thanks

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Fri, 26 Jan 2024 13:05:31 GMT

@Cris_L Hubs are despatched via RM Tracked24, scheduled to arrive one or two days prior to your FF installation, so there is still a chance. Is there any information on your account that indicates the Hub2 has been ordered? You should get a text and/or email notification when it is dispatched.

I think the Hub1 will work with FF, but I am not certain, and open to correction.

Re: Full fibre being installed soon but router hasn’t arrived

Mustrum — Fri, 26 Jan 2024 13:14:12 GMT

The Hub 1 will work, but your speeds may be restricted if you have gone for one of the fastest packages.

Re: Full fibre being installed soon but router hasn’t arrived

MisterW — Fri, 26 Jan 2024 13:17:03 GMT

I think the Hub1 will work with FF, but I am not certain, and open to correction.

@jab1 the Hub 1 WILL work with FF but it is only capable of around 30Mb upstream bandwidth. Only a problem on the higher spec products 300Mb up and even then not a major problem short term.

@Cris_L you will need a spare ethernet cable (cat5e or better) to connect the Hub 1 red WAN port to the ONT.

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Fri, 26 Jan 2024 13:18:27 GMT

Thanks, @MisterW , and @Mustrum

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Sun, 28 Jan 2024 14:56:25 GMT

Thanks all

I can’t find any info about hub 2 being dispatched or not. Is there an area in my account where I can see? I just can’t be left with no internet as I need it for work.

Re: Full fibre being installed soon but router hasn’t arrived

Baldrick1 — Sun, 28 Jan 2024 15:00:39 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Sun, 28 Jan 2024 15:17:50 GMT

@Cris_L I can't point you in the exact area - I'm no longer with PN, so my 'Account' details are not the same as you would see, but maybe somewhere in the 'My Order' or similar area?

But note - as explained above, you current Hub1 will work if you don't have the Hub2 on installation date.

Re: Full fibre being installed soon but router hasn’t arrived

MisterW — Sun, 28 Jan 2024 15:24:19 GMT

@Cris_L I can’t find any info about hub 2 being dispatched or not. Is there an area in my account where I can see? I just can’t be left with no internet as I need it for work.

You should have been sent notification of the router despatch by email (and SMS if you have a mobile no registered)

There will also be a closed question ('ticket') on your account . Check closed tickets by logging in to your member center and then going to https://www.plus.net/wizard/?p=search and then select view closed questions

As has been said above, your Hub 1 router will work.

Re: Full fibre being installed soon but router hasn’t arrived

MatthewWheeler — Sun, 28 Jan 2024 16:56:39 GMT

Hi @Cris_L

From what I can see we sent you a Hub Two around a year ago or so.

Can you confirm what the router you're using at the moment looks like?

If it is the Hub Two router you won't get a new router as it'll work fine on Full Fibre you may just need an extra ethernet cable to use between the router and the ONT if you haven't got one already

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Sun, 28 Jan 2024 19:55:58 GMT

Thanks for the reply Matthew.
I don’t recall receiving a router as recently as 12 months ago but I’ve just uploaded a photo of the only one I have which is currently in use. Apologies if it’s the hub 2. I can’t work out how to attach the photo but maybe you could take a look in my account for me?

It is rectangular in shape with Plusnet across the middle and a blue line underneath the text?

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Sun, 28 Jan 2024 19:57:32 GMT

@Cris_L Are the light along the bottom of the Hub, or in the centre of the front panel?

Edit: That looks like a Hub1, to me.

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Sun, 28 Jan 2024 19:59:03 GMT

See if this works
https://community.plus.net/t5/media/gallerypage/user-id/129944/album-id/45142/image-id/48423iD507055125C8B31E/tab/albums

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Sun, 28 Jan 2024 20:02:19 GMT

@Cris_L See my edited post above!!

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Sun, 28 Jan 2024 20:06:30 GMT

Thanks. That’s the one router I have, pretty sure I’ve had it years tbh.

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Mon, 29 Jan 2024 15:42:12 GMT

So Matthew are you able to assist any further at all please?
As you see from the photo I posted I have a hub 1. If I’d have received a hub 2 I’d be using it.
So really I seem a bit stuck. I’m paying for super duper broadband but don’t have a router capable of using its full potential.
Where does this leave me?

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Mon, 29 Jan 2024 15:45:01 GMT

@Cris_L Hopefully, either @MatthewWheeler , or another of the Help Team will be back to answer this in the near future, but you do have a functioning Hub.

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Mon, 29 Jan 2024 17:36:09 GMT

Functioning, yes. Which is good so I’ll be ok work wise. But it seems my speeds may be restricted which defeats the point of the upgrade. Hopefully they’ll help out otherwise I’ll just have to buy one off amazon.

Re: Full fibre being installed soon but router hasn’t arrived

jab1 — Mon, 29 Jan 2024 17:38:15 GMT

What speed package have you gone for on Full Fibre?

Re: Full fibre being installed soon but router hasn’t arrived

Cris_L — Mon, 29 Jan 2024 19:10:39 GMT

I’ve gone for the 500. Interesting to see what speed it hits!