topic Full Fibre upgrade in My Order

Full Fibre upgrade

diw — Fri, 10 Jul 2026 11:17:02 GMT

Upgraded to Full Fibre - installed last week but router not received at the time engineer came. He set it up with my existing one and said just replace it when new one arrives.. Router arrived a few days later and i connected it OK.

I have just received an email from Plusnet to say my account is being charged £6.99 postage for the new router.

Is the router not part of the installation?

Re: Full Fibre upgrade

jab1 — Fri, 10 Jul 2026 11:23:39 GMT

What model of router did you have? Irrespective, any router supplied by PN is subject to a P&P charge.

Re: Full Fibre upgrade

mystreet1 — Fri, 10 Jul 2026 11:30:05 GMT

As @jab1 said, you need to pay the P&P.

However, it you already have the same model (hub2) you can return it as not required.
If it is not the same model, best to keep it as PN can troubleshoot using it if you have an issue.

Re: Full Fibre upgrade

jab1 — Fri, 10 Jul 2026 11:37:07 GMT

And, although we don't know what speed the OP has ordered, the H1 is not really suitable for the higher-speed tiers.

Re: Full Fibre upgrade

diw — Fri, 10 Jul 2026 11:58:29 GMT

The old and new routers are both Hub 2 but the new one does provide a quicker speed. (up to 300mbps) That is the level I paid for.

The correspondence from Plusnet suggested the engineer may bring it or it would be sent by post to arrive before the engineer arrived. Neither happened. I do not recall any mention of postage charges.

Thanks for your replies.

Re: Full Fibre upgrade

jab1 — Fri, 10 Jul 2026 12:04:29 GMT

If the new one is 'better', then I suggest you return the old one - see https://www.plus.net/help/broadband/plusnet-router/ for details/instructions.