topic Re: My full fibre hardware has not arrived in My Order

My full fibre hardware has not arrived

colbrad — Fri, 13 Dec 2024 11:50:51 GMT

I placed an order to upgrade to full fibre on 1st December with an engineer scheduled for 19th December.
However the required new hardware has not arrived yet. Could a Plusnet rep take a look into the delay... or is this a standard timescale and the hardware will arrive in the days leading up to the engineer appointment?
Thanks

Re: My full fibre hardware has not arrived

jab1 — Fri, 13 Dec 2024 11:55:57 GMT

@colbrad If by 'new hardware' you mean the Hub, this is delivered to arrive 2-3 days before the event, by Royal Mail 'Tracked24'

Re: My full fibre hardware has not arrived

MisterW — Fri, 13 Dec 2024 12:03:57 GMT

@colbrad what router do you currently have ?

Re: My full fibre hardware has not arrived

bmc — Fri, 13 Dec 2024 12:05:32 GMT

@colbrad

PN operate a "just in time" order process for new orders / upgrades. The Hub2 should be dispatched by Tuessday at the latest and you get an e-mail with a tracking number.

If it's an upgrade then your Hub1 can be used in an emergency.

Brian

Re: My full fibre hardware has not arrived

colbrad — Fri, 13 Dec 2024 13:12:14 GMT

Apologies for lack of detail on the hardware. I upgraded over the phone and was told I'd be sent a link (a ticket?) to track the progress. The link didn't work on multiple devices.

Current router is Plusnet Hub One

Re: My full fibre hardware has not arrived

MisterW — Fri, 13 Dec 2024 13:23:14 GMT

In the unlikely event of the Hub 2 not arriving in time, the Hub One will work fine. Just disconnect the DSL cable and connect an ethernet ( Cat5e or better ) cable from the ONT (that the Openreach engineer will install) to the WAN port on the Hub 1.

The Hub 1 has a limitation of around 30Mb on the upstream but that wont restrict anything unless you've ordered the FF 500 or FF 900 product.

Re: My full fibre hardware has not arrived

colbrad — Fri, 13 Dec 2024 23:43:34 GMT

Thanks for all the info folks. It's most reassuring that I can also use my current router if required.
Plusnet (Madasafish and Freenetname) customers have been / are some of the friendliest and knowledgable people I've interacted with when it comes to broadband account and technical information

Re: My full fibre hardware has not arrived

colbrad — Thu, 19 Dec 2024 13:00:33 GMT

An update for anyone that may have this question in the future.
The Hub Two router arrived on Tuesday via Royal Mail 24 hour service, 2 days before the engineer appointment. The engineer arrived this morning and has carried out all internal & external work, and I'm now up and running ‌😀‌
Thanks for the info on here everyone.

Re: My full fibre hardware has not arrived

Townman — Thu, 19 Dec 2024 13:53:57 GMT

Well in spite of Christmas delivery challenges, this router delivery ran to plan / timescale - it arrived two days before the engineer.