topic Re: Order tracker not showing current order. in My Order

Existing customer with Router, do they always send a router?

Kwak — Tue, 10 Mar 2026 22:43:54 GMT

I'm an existing customer with a Plusnet hub 2 (I use my own router, I keep it as a backup) who is moving from ADSL to Fibre.

Very early on in the upgrade process it said something about sending a router to me (at my cost for P&P I think it said) - but I don't want it! £6.99 and then I have to worry about returning it if I leave, when I have one I don't use already, you see my point.

I can't see anything however in any further documents after signup that say anything about a router. I can't see anything in my portal about it.

Was this just a glitch of wrong info, do they send routers to customers who already have the same router and didn't ask for them? Is there any way of knowing - do I need to call CS about this?

Order confirmation says: "If you're receiving a new router as part of your new contract this is on loan and owned by us, so please keep hold of it, as you'll need to send it back if you cancel your service." - which isn't very helpful!

Re: Existing customer with Router, do they always send a router?

nottechy — Tue, 10 Mar 2026 23:11:12 GMT

Following as I have the same issue. However I don’t have the second red end Ethernet cable in my old box. So whilst I don’t want another hub2 I do need another cable for new junction.

Re: Existing customer with Router, do they always send a router?

MisterW — Wed, 11 Mar 2026 07:30:01 GMT

However I don’t have the second red end Ethernet cable in my old box.

So whilst I don’t want another hub2 I do need another cable for new junction.

@nottechy there's nothing specila about the cable with red ends. Its just a normal cat5e cable, so any cable that's cat5e or better will be fine. The red ends are just to make the installation instructions simpler.

Re: Existing customer with Router, do they always send a router?

nottechy — Wed, 11 Mar 2026 14:23:36 GMT

It looks likely my fibre box is going to end up 15m from my preferred router location .

so I will need a good Ethernet cable. What makes are reliable and can be bought on line for quick delivery. Any suggestions would be appreciated. It would seem 6a round copper is appropriate ?

Re: Existing customer with Router, do they always send a router?

Kwak — Wed, 11 Mar 2026 14:31:34 GMT

As other guy says cables are standard, just the higher the number the better they are for super high speeds or long runs (cat6 > cat5e).

Just as a side note I was looking at cables the other day for my new install, and noticed you now get FLAT cables, which I didn't realise was a thing. For a long run to another room without drilling holes etc they could come in handy, I'm thinking of running one to my range extender which can be a bit flaky, could run under a carpet etc.

EDIT: Running under a carpet long term is probably not a good idea as might eventually get damaged but anyway, I didn't know they existed, spreading the news I think they they are better for going round tight bends or doors etc (if the door doesn't shut too tightly).

Re: Existing customer with Router, do they always send a router?

bmc — Wed, 11 Mar 2026 14:33:04 GMT

@nottechy

You speak to the installer on the day to see where the internal ONT is located. There is a bit of flexability on the location.

As you've stated the router can go anywhere you're happy to run ethernet cable.

Brian

Re: Existing customer with Router, do they always send a router?

bmc — Wed, 11 Mar 2026 14:34:12 GMT

@Kwak

You also get angled ethernet plugs - up, down, left and right.

Brian

Re: Existing customer with Router, do they always send a router?

ColinDC — Wed, 11 Mar 2026 14:42:52 GMT

@Kwak

There's an interesting Anker blog on flat ethernet cables v round which you might want to google. Essentially it's saying that there are situations in which each type may be preferable, although it finds that flat cables are generally less durable and more susceptible to electromagnetic interference and signal attenuation. The conclusion is that flat cables are best suited for shorter runs.

Colin

Re: Order tracker not showing current order.

Kwak — Fri, 27 Mar 2026 12:04:51 GMT

I couldn't find a working order tracker on their portal but found a link to an order tracker that kind of worked in an email they sent me when I initially ordered my new contract. (was existing customer). It was a bit buggy though, like the router they sent me (which I TOLD THEM NOT TO SEND) wasn't listed and it listed the router they sent me years ago..

Re: Existing customer with Router, do they always send a router?

Kwak — Fri, 27 Mar 2026 12:20:01 GMT

As a follow up to this .. I later got a message saying they were going to send one, but the "order tracking" said they weren't going to send one, I phoned customer services and they checked and said none was being sent. They sent me an email confirming no router was being sent and they weren't going to send one......

Then a day or two letter they sent me an Royal Mail tracking number for that day I think it was, and yes you guessed it, a new router arrived.

Which of course is now sitting unopened on a shelf. Sigh...! The order tracking didn't show anything.

Pretty frustrating, it's like the left hand at plusnet doesn't know what the right hand is doing. Why are they sending routers to people who already have a router (and use their own anyway)? Why can't we control this, why isn't it optional with a simple tix box when ordering, why can't we or their own CUSTOMER SERVICES (!!!) stop them being sent, why doesn't the order tracking show anything about them sending them..:(

Re: Existing customer with Router, do they always send a router?

bmc — Fri, 27 Mar 2026 12:32:33 GMT

@Kwak

You can either keep it as a spare or send it back to PN free of charge. Look on the website for a return lable.

Brian