topic Re: Router has not arrived in My Order

Router has not arrived

MandLMummy — Thu, 08 May 2025 05:32:17 GMT

I have switched from BT to plusnet, due to be activated today, BT have cut me off today. Plusnet told me my router would be here before my activation date (8/5/25), for a seamless transfer!! I had a text on the 4th to say my router was on the way, however, this morning I have had an email saying it has just been dispatched and will be here in 1-2 days. This means we will be without Internet for the next few days, not a seamless transfer! Is anyone able to help please?! I will be phoning plusnet as soon as their lines open. Not very happy with the service so far...

Re: Router has not arrived

Gel — Thu, 08 May 2025 05:45:02 GMT

Why don't you just reconfigure your old router to PN Settings? Simples.

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 06:10:43 GMT

How do I do that please?

Re: Router has not arrived

MisterW — Thu, 08 May 2025 06:48:28 GMT

https://community.plus.net/t5/My-Router/Using-A-BT-Smarthub-An-Update/m-p/1795292#M24601

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 07:29:53 GMT

Thank you, I have followed your instructions, and changed the username and password, now I have the purple flashing light. When you say after a few minutes you will get the blue light, how many is a few please?! Thank you

Re: Router has not arrived

Baldrick1 — Thu, 08 May 2025 07:33:09 GMT

@MandLMummy

Have you remebered to plug the DSL cable back in?

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 07:39:32 GMT

Yes I have

Re: Router has not arrived

MisterW — Thu, 08 May 2025 07:41:54 GMT

Have Plusnet confirmed your connection has switched ?

Re: Router has not arrived

RealAleMadrid — Thu, 08 May 2025 07:43:48 GMT

@MandLMummy Have you had confirmation that your Plusnet service has been activated and is ready to use?

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 07:44:08 GMT

I had an email this morning to say my broadband was ready to go, just plug my "router" in and I'm all set!

Re: Router has not arrived

Baldrick1 — Thu, 08 May 2025 07:47:44 GMT

@MandLMummy

That's a shame. Which BT Hub have you got? I have a suspicion that more recent firmware updates have locked out the capability of Smarthub 2 (as well as the latest hubs) being used with Plusnet.

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 07:48:48 GMT

Thank you for your help. I have a BT smarthub 2

Re: Router has not arrived

Baldrick1 — Thu, 08 May 2025 07:53:46 GMT

@MandLMummy

I'm afraid that unless you have another hub kicking araound you need to ring in. You may be lucky but you can't guarantee a member of the Plusnet Help Team coming along and promptly picking up this topic.

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 07:55:01 GMT

Ok, thank you

Re: Router has not arrived

MisterW — Thu, 08 May 2025 08:01:07 GMT

The flashing purple sounded 'odd' to me so I looked it up

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-

~~Apparently its the hub thinking its configured for FTTP and has no connection ?~~

@MandLMummy were you on Full fibre (FTTP) with BT and what have you switched to with Plusnet ?

edit: ok ignore the bit about FTTP , I didnt read the link properly. Its the Hub saying its got no DSL (on fibre) or Ethernet(on full fibre) connection

Re: Router has not arrived

Anonymous — Thu, 08 May 2025 07:58:56 GMT

@MandLMummy

Have you tried restarting the BT SmartHub since you changed the settings?

After you have done that, go back in to the GUI where you changed the Username and Password to check that the new settings have been stored correctly.

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 08:04:22 GMT

I was on full fibre with BT and switching to the same with Plusnet. Everything is connected to the hub, I just have a continuous purple flashing light!! I will phone plusnet as soon as I can. Thank you🙂

Re: Router has not arrived

MandLMummy — Thu, 08 May 2025 08:07:31 GMT

Just seen your second message, I have restarted and all settings have been saved

Re: Router has not arrived

chrsmrrtt — Thu, 08 May 2025 08:56:04 GMT

I'm in the exact same boat as you; today is my switch day from moving from BT full fibre to Plusnet and really disappointed that the router hasn't arrived on time.

I work for home, so internet is critical. PN must have had two-three weeks notice at least that this is my switch date.

At a guess, they've not compensated for the bank holiday for mailing out the routers. But it's not like this bank holiday has sprung out of nowhere.

Luckily I have a third-party router, and the technical nous to get it going. But others might not be so lucky.

Not a great start, Plusnet.

I hope this isn't an omen of things to come.

Re: Router has not arrived

RealAleMadrid — Thu, 08 May 2025 09:20:21 GMT

@MandLMummy Clutching at straws now, if the Hub2 no longer allows a Plusnet connection there is nothing you can do about it, however the fact that it retains the changed connection details is a positive sign. In msg#6 you stated you had re-connected the DSL cable, did you actually mean the ethernet cable from the hub WAN port to the ONT? The DSL cable is not used on Full Fibre. When you say everything is connected to the Hub, there should only be the power and ethernet connections.

Final straw to clutch at! Check that your account/username and password are correct by logging into your account in the Plusnet member centre. Don't forget that the username details in the Hub have the format username@plusdsl.net