topic Re: New account hub delivery in My Order

New account hub delivery

IanT — Mon, 25 Aug 2025 09:51:00 GMT

I've just got an account for broadband to be installed at our new address on the day we move in.
I'm concerned about delivery of the hub before we move in.
Is there some way to arrange for the engineer to bring it on the day everything is set up?

Moderator's note:
Duplicate post removed.

Re: New account hub delivery

jab1 — Mon, 25 Aug 2025 09:45:38 GMT

@IanT The engineer (Openreach) will not bring the Hub, but you can ring Customer Services and ask them to redirect delivery.

NOTE: the Hubs are sent by RM Tracked24 to arrive 2/3 days before your confirmed installation date.

Re: New account hub delivery

MisterW — Mon, 25 Aug 2025 09:46:50 GMT

Is there some way to arrange for the engineer to bring it on the day everything is set up?

No, the engineer is from Openreach, the router is dispatched from PLusnet.

However, It should be possible to send the router beforehand to your current address. If you call customer support , they ought to be able to organise that.

I've just got an account for broadband to be installed at our new address on the day we move in.

Is this a Full fibre install ?

edit: @jab1 types faster...

Re: New account hub delivery

IanT — Mon, 25 Aug 2025 09:49:27 GMT

Yes it's a full fibre install. Only wee problem is we're abroad at the moment until weekend!

Re: New account hub delivery

MisterW — Mon, 25 Aug 2025 09:50:31 GMT

When is your install scheduled for ?

Re: New account hub delivery

IanT — Mon, 25 Aug 2025 09:52:43 GMT

Scheduled for 5th September, but beginning to think I'd best delay it!

Re: New account hub delivery

jab1 — Mon, 25 Aug 2025 09:59:12 GMT

Scheduled - or confirmed?

Re: New account hub delivery

IanT — Mon, 25 Aug 2025 10:00:47 GMT

Just scheduled, date suggested by me but not confirmed yet

Re: New account hub delivery

MisterW — Mon, 25 Aug 2025 10:04:56 GMT

Is that a 'committed date' i.e a message saysing 'an engineer will install on...' or an 'estimated' i.e 'we aim to install ...' one

For a committed install on 5th Sept, the router isnt likely to be dispatched until 1st or 2nd Sept so you MAY be able to call CSC on when you're back and get the router reditected befor its dispatched. If not then one of two thing will happen:-

1) RM will post it through the letterbox (its designed to fit a standard one )

2) they'll leave a card and you can collect from the DO on 5th.

Another point I hope you realise, someone will need to be at the property when the engineer arrives ?

but beginning to think I'd best delay it!

Possibly, but my guess would be delaying it now will push it back at least a week and maybe more depending on Openreach engineer availability in the area

edit: posts crossed, I see its only an estimated date, I'd certainly wait until you get a committed one before doing anything...

Re: New account hub delivery

bmc — Mon, 25 Aug 2025 10:03:41 GMT

@IanT

What router do you currently have? It may just be possible to use that if the Hub2 doesn't show up on time.

Note the Hub2 fits through most letter boxes so may be waiting for you when you move in.

Brian

Re: New account hub delivery

IanT — Mon, 25 Aug 2025 10:10:41 GMT

All I've done is selected a preferred date for install...the afternoon of the day we move into the property.

We'll be there at the preferred time so no problem there.

That's reassuring that the hub can be posted through a letterbox.

Many thanks, perhaps I was getting concerned unnecessarily

Re: New account hub delivery

MisterW — Mon, 25 Aug 2025 10:28:43 GMT

All I've done is selected a preferred date for install...the afternoon of the day we move into the property

Preferred dates are just that, 'preferred' , they will often get pushed back due to Openreach engineer availability.

Assuming you've only placed the order very recently, You should get a committed date in the next day or two.

I'd wait and see what that comes back as, and then change it if not convenient...

Re: New account hub delivery

Anonymous — Mon, 25 Aug 2025 22:29:21 GMT

Thinking back to my last move...

Is the current provider of broadband to the property using BT infrastructure?

If not, and there is a pre-existing ONT - how long has the ONT been powered down?

(In my case the ONT had been powered down for 3+ years, and Virgin were the broadband providers for the previous O/O's. It took twelve days after moving in to get the BT ONT 'reactivated' with an engineer visit. I had redirected the Hub2 delivery to the new property. The previous O/O's had taken delivery of it a couple of weeks previously.)

Re: New account hub delivery

jab1 — Tue, 26 Aug 2025 06:21:12 GMT

@Anonymous If the OP is having a NEW installation, that would strongly suggest that the current service, if there is one, is either with a non-BT provider or FTTC - BT or other. These days, as an internet connection is an 'essential', one assumes that they would have ascertained what provision is in the property during negotiations.