topic Re: Router dispatch for new customer in My Order

Router dispatch for new customer

Laurenedwards92 — Tue, 02 Sep 2025 18:56:45 GMT

I have placed a new order on 31st August and the installation date is this Friday 5th September.
It says I should get the router before this but it’s not been dispatched yet? Will it even be here by Friday? 🙈
Thank you

Re: Router dispatch for new customer

jab1 — Tue, 02 Sep 2025 19:01:00 GMT

@Laurenedwards92 New Hubs are despatched via RM Tracked 24 to arrive a couple of days prior to a confirmed installation date. Has your installation been confirmed?

Re: Router dispatch for new customer

Laurenedwards92 — Tue, 02 Sep 2025 19:03:13 GMT

Yes it’s been confirmed.

Re: Router dispatch for new customer

jab1 — Tue, 02 Sep 2025 19:09:49 GMT

In that case check https://www.plus.net/member-centre/login?p=search for any open (or closed) tickets on your account.

Re: Router dispatch for new customer

Laurenedwards92 — Tue, 02 Sep 2025 19:16:49 GMT

There’s nothing showing about any open or closed tickets on my account?

Re: Router dispatch for new customer

jab1 — Tue, 02 Sep 2025 19:22:24 GMT

OK. Incidently, I am a little surprised that you have been given a confirmed installation date only five days after placing the order. If it isn't a rude question, are you moving from another ISP, or is this a true 'new installation'?

Re: Router dispatch for new customer

Laurenedwards92 — Tue, 02 Sep 2025 19:26:05 GMT

It was the next available date that came up. It’s a new installation.. I’ve never been with plus net.

I had the text explaining the installation is on Friday 05 sep between 8am - 1pm at such and such an address, explaining what is being done and reply to confirm. Replied yes and then had another text to confirm

“The engineer appointment to activate your broadband service is confirmed for 05/09/2025 between 08:00 - 13:00.”

Re: Router dispatch for new customer

jab1 — Tue, 02 Sep 2025 19:35:45 GMT

Thanks. You are lucky, it usually takes a little longer for PN to arrange. I a bit bemused that there are no tickets on your account, but if you have the confirmation message, that's OK.

As I said, the Hubs are sent RM Tracked 24, so should be despatched tomorrow - you will receive a text/email confirming despatch and giving a tracking number.

You could always call them tomorrow (0330 123 9123) to check.

Re: Router dispatch for new customer

Laurenedwards92 — Tue, 02 Sep 2025 19:36:54 GMT

I wasn’t expecting that date myself as when I’ve previously looked it was a couple weeks wait, but saw the date and working from home that date I may aswell take advantage of it!
I’ll keep track and phone them if no change. Thank you

Re: Router dispatch for new customer

kateishere — Wed, 03 Sep 2025 00:07:35 GMT

Hi jab1, just not to start a new topic:

I've got confirmation on OpenReach Engineer coming on 9 September, 1pm-6pm (The order placed and paid on 30 August).

It's a new installation, we have no Internet there. The status is:
From your practice, if installation is taking place on Tue, then I should receive the router on Mon max. So, when should it be dispatched then to make it to Monday?

Ta,

Kate

Re: Router dispatch for new customer

jab1 — Wed, 03 Sep 2025 06:04:01 GMT

@kateishere If your installation is Tuesday, I would guess the despatch would is tomorrow at the latest, or possibly, today.

Re: Router dispatch for new customer

kateishere — Wed, 03 Sep 2025 23:46:43 GMT

Thank you for the quick answer.
Unfortunately there wasn't any despatch today, I really hope it will be tomorrow.
From your experience, Do I need to be at home at this time or do they put the router through the mail slot? Will it pass through the mail slot? If not and I wont be at home, Do they just leave some notification about this? Or how it works?
Thank you in advance;)

Re: Router dispatch for new customer

jab1 — Thu, 04 Sep 2025 06:06:40 GMT

@kateishere There is still time for your Hub to arrive before your installation - it is despatched using RM Tracked 24.

Providing your letterbox isn't a tiny one, the package should go through. If, for any reason, it doesn't get through, it will be returned to your local delivery office, and they will leave a card which will enable you to collect it from there.

Re: Router dispatch for new customer

kateishere — Mon, 08 Sep 2025 21:19:04 GMT

Thank you so much for your help. I've received the router.

One last question.

The engineer will install a media convertor tomorrow as I understand.

In case he says "let's try to connect the router". I should wait for an activation sms/email from PlusNet. Correct?

And to test the line tomorrow what device should I have? A laptop with an ethernet port? Or a smartphone with Wi-Fi should be enough? Or the engineer will do it on his own?

Regards,

Kate.

Re: Router dispatch for new customer

bmc — Mon, 08 Sep 2025 21:29:03 GMT

@kateishere

The engineer will install an Optical Network Terminator (ONT) on an inside wall. You connect the router to this via an etherent cable.

You can do the initial check to confirm it's working via either a wired device or WiFI.

However, speed checks are always best done on a wired (ethernet connnected) device to ensure no outside interference.

Brian

Re: Router dispatch for new customer

Anonymous — Tue, 09 Sep 2025 00:02:26 GMT

@jab1

Does the RM tracked 24 not have a facility to leave a package elsewhere (like a neighbour or otherwise) if the package cannot be delivered?

Tracked 48 does.

Re: Router dispatch for new customer

jab1 — Tue, 09 Sep 2025 06:09:43 GMT

@Anonymous I would imagine so,but it’s a while since I used the facility.