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Product Change Complete - No router yet...

mgillespie
Grafter
Posts: 222
Registered: ‎08-04-2007

Product Change Complete - No router yet...

So switching my mother over to fibre.  She got the product change complete email  "Your broadband product change is now complete"
, but the router hasn't arrived yet.  Is this normal?  The scheduled go-live date isn't until next Monday...
Was the email sent too early?
Has the router been lost in the post?
Were BT too keen?
What will an ADSL2 modem do on a VSDL2+ lineHuh
Thanks....
7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,000
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: Product Change Complete - No router yet...

Can you PM me her username and I'll take a look?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mgillespie
Grafter
Posts: 222
Registered: ‎08-04-2007

Re: Product Change Complete - No router yet...

Many thanks.
mgillespie
Grafter
Posts: 222
Registered: ‎08-04-2007

Re: Product Change Complete - No router yet...

Interestingly, installed VSDL2 sagem router today, and speed is no different (2mbit), so it looks like BT haven't done their bit yet. At least it's ready to go when they do....
etdsaunders
Pro
Posts: 240
Thanks: 32
Fixes: 7
Registered: ‎21-02-2016

Re: Product Change Complete - No router yet...

Are you using the PlusNET Hub one?
If you are visit this http://192.168.1.254/?active_page=9141&request_id=428003580&nav_clear=1 and line 23 should state Modulation: G.993.2 Annex B if you are on fibre
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Community Veteran
Posts: 6,983
Thanks: 8
Registered: ‎10-04-2007

Re: Product Change Complete - No router yet...

Hi Mordac_The_Peventer
I had exactly the same thing. Got the message that the conversion had been done almost a week before it was due.
When the Hub One arrived I connected it and still got my ADSL speeds.  The hub will work on both fibre and ADSL.
Day of changeover arrived and my line went dead at about 10 AM when I spotted an engineer working on the cabinet. Had a chat with him and he confirmed that he had just changed over my line.  Smiley
So it did happen on the day it should have and with any luck your changeover should happen on Monday.
mgillespie
Grafter
Posts: 222
Registered: ‎08-04-2007

Re: Product Change Complete - No router yet...

Wonder why plusnet don't just send the vdsl2 modem when you order, ask you to set it up before the install date, and then periodically monitor your line speed, for jumps to vdsl2 speeds, THEN send the product change complete email, would be much less confusing for all.....
This current system is just clumsy and confusing..
Community Veteran
Posts: 6,983
Thanks: 8
Registered: ‎10-04-2007

Re: Product Change Complete - No router yet...

Quote from: Mordac_The_Preventer
This current system is just clumsy and confusing..

I agree with that. I like you raised the issue on the forums here and that prompted my Hub One to be dispatched. It was still showing "Awaiting Order" on the Member Centre checker  Undecided
I wonder if it would still have arrived on time if I hadn't asked.  Sad