topic Re: New customer router not arrived in My Order

New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:33:20 GMT

Hi I'm new to plusnet, I hope you're well. I have not received my router today as its my activation day. I'm left with no heating, phone tv or anything. The weather isn't good in my area, I have spoken with a plusnet advisor he was fine nothing really he can do, apparently its a warehouse issue, that's no good to me I can't be left with no heating. Any idea how to get my router out quicker or any other ideas, other than calling my home insurance? Thanks

Re: New customer router not arrived

jab1 — Fri, 24 Jan 2025 14:37:08 GMT

@Keith187 Are you transferring from another ISP? If so, who? What service are you taking with PN?

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:45:43 GMT

Hi thanks for reply, it's bt the service has now expired.

Re: New customer router not arrived

MisterW — Fri, 24 Jan 2025 14:46:27 GMT

@Keith187 if you don't have a previous router that's compatible then you could pop down to your local Argos and get one of these https://www.argos.co.uk/product/4016502?clickPR=plp:2:25 , that will work fine with minimal configuration

Alternatively if you're anywhere near NG10 , I have a number of spare routers that you're welcome to collect. They're not high spec but they will work

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:47:06 GMT

It's full fibre 300 Internet pn . Changing from bt 150 Internet.

Re: New customer router not arrived

MisterW — Fri, 24 Jan 2025 14:47:32 GMT

Hi thanks for reply, it's bt the service has now expired.

@Keith187 do you still have the router ? that can be configured to work with Plusnet

Re: New customer router not arrived

jab1 — Fri, 24 Jan 2025 14:48:28 GMT

@Keith187 If you still have the BT Hub, that can be temporarily used until the PN one arrives - you just need to change the credentials to your PN ones.

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:48:38 GMT

Yeah I've tried it won't work. Bt have cut the service to my house now.

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:49:04 GMT

I've tried

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:52:45 GMT

Thanks but I can't get to argos I'm disabled and I'm in York, so thank you so much for the offer. I shouldn't of changed from bt I've been with them 25 years no issues other than a couple of cut outs. If it doesn't arrive by tomorrow I'll have to contact my home insurance, the house is freezing I've no tv or anything just 2 bars on 4g on my phone.
Thanks so much for the help.

Re: New customer router not arrived

jab1 — Fri, 24 Jan 2025 14:52:45 GMT

@Keith187 The BT Hub will work with PN. Have PN advised that your service has gone live?

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:54:46 GMT

Yes I keep on getting emails to tell me to plug in my new router etc, I was on the phone with pn advisor, I tried changing it on the router I still get a purple flashing light on the bt hub. It's not a new one I've had it years.

Re: New customer router not arrived

MisterW — Fri, 24 Jan 2025 14:54:47 GMT

@Keith187 the BT HUb can easily be reconfiured with your Plusnet login details see here https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/td-p/1587673

Re: New customer router not arrived

dvorak — Fri, 24 Jan 2025 14:55:26 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:57:32 GMT

Thanks I'll go through it again, maybe it's me I'm not that tech savvy and with my disability it makes it difficult for me. I really do need my heating on. Thank you so much for your help 🙏

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 14:59:45 GMT

Thanks for your help. I'll try setting up my old bt hub again. I really do need to get my heating on. I haven't been without the Internet since 2000, it's not good. I'll keep trying. Not a great start plusnet.

Re: New customer router not arrived

MisterW — Fri, 24 Jan 2025 15:13:25 GMT

To check that you have the correct username & password , you can try logging in to the memeber centre here https://www.plus.net/member-centre/login

You then use the same username but with @plusdsl.net appended and the password for the router .

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 15:17:26 GMT

Yeah I've tried a couple of times but I still get that flashing purple light. The router must be 10 years old.

Re: New customer router not arrived

Keith187 — Fri, 24 Jan 2025 15:22:59 GMT

The storm in the uk is bad up north like I said I have no heating the Internet runs the Hive any ideas how to make that run. That's my major concern at the moment.
Thanks for all your help greatly appreciate 🙏

Re: New customer router not arrived

MisterW — Fri, 24 Jan 2025 15:26:27 GMT

The storm in the uk is bad up north like I said I have no heating the Internet runs the Hive any ideas how to make that run.

Hive will run without internet and should maintain any schedules you alraedy have set. If you need to adjust then you can do it from the Hive thermostat , you just wont be able to control it from the Hive app on a phone.