topic Re: New signup router in Plusnet Feedback

New signup router

happybunny — Sun, 01 Jun 2014 08:46:52 GMT

My in-laws have recently signed up to PN - go live in 1 week. Due to BB issues with their existing ISP we recently purchased a new router to rule out issues with their existing 5 year old one. PN has insisted on them taking a PN router during the signup process. Ok it's only paying the P&P, but when their existing router is brand new and not tied to an ISP, it's just not necessary.
Is this a new policy for PN?
HB.

Re: New signup router

x47c — Sun, 01 Jun 2014 11:48:16 GMT

I suspect it's to do with fixing the line in the event of a fault.
Plusnet can ask/tell you to put their own router in place so they can run their customised tests on the line knowing exactly what is the equipment and what firmware it has on it at the end of the line.

Re: New signup router

ejs — Sun, 01 Jun 2014 12:06:20 GMT

I don't think Plusnet have any customised tests - they use the same BTWholesale tests / fault diagnostic systems as any other ISP that uses BTWholesale.
I thought the 582n router was only mandatory for FTTC (where it is even less relevant for line faults since it's the openreach supplied VDSL2 modem that's connected to the line).

Re: New signup router

glloyd — Sun, 01 Jun 2014 12:10:18 GMT

I thought the router was optional because if you leave within a year you have to pay for it. I would double check if I were you.

Re: New signup router

All4One — Sun, 01 Jun 2014 12:38:52 GMT

I just signed my parents over to PN from BT and opted not to take a router. I just used their Home Hub 3.

Re: New signup router

happybunny — Sun, 01 Jun 2014 12:56:48 GMT

That's what I was expecting, but the agent was adamant they take a PN router even though they explained they had a band new router!!
The only advantage I can see for PN is remote diagnostics of the router and auto setup.

Re: New signup router

All4One — Sun, 01 Jun 2014 13:12:56 GMT

The autosetup yes, which would help for people not knowing anything about computers/routers. Possibly the sales team not knowing you can use other routers?

Re: New signup router

Kelly — Sun, 01 Jun 2014 14:34:03 GMT

You shouldn't have been forced to take a router.

Re: New signup router

happybunny — Sun, 01 Jun 2014 17:41:28 GMT

Might be worth you having a listen to the call. I wasn't there so only relaying what they told me.

Re: New signup router

Oldjim — Sun, 01 Jun 2014 17:54:31 GMT

can you post a ticket number from the account or alternatively send me a PM with the username and I will ensure the staff get it

Re: New signup router

Kelly — Mon, 02 Jun 2014 09:34:33 GMT

We'll have a look.

Re: New signup router

happybunny — Tue, 03 Jun 2014 18:06:09 GMT

Any update?
86402130

Re: New signup router

Kelly — Wed, 04 Jun 2014 08:20:27 GMT

Hey, we listened to the call but there really wasn't a discussion on there about not taking the router. Crossed lines perhaps?

Re: New signup router

happybunny — Mon, 09 Jun 2014 20:55:08 GMT

Hi Kelly,
Thanks for having a listen. One of us must have got hold of the wrong end of the stick.....
They've switch their BB today, but could not get the router to work. A fairly quick call to support sorted that and they were impressed with the agent who helped them.
Thanks. HB.

Re: New signup router

Acassim — Wed, 11 Jun 2014 12:17:08 GMT

Hi happybunny,
Glad to hear everything is switched over and they're now up and running!
Thanks for taking the time to give us the feedback.