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Where's my modem

kvbudge11
Newbie
Posts: 7
Registered: 11-04-2016

Where's my modem

I signed up for fibre and in the sign up details I was told the modem, which I have paid for, would arrive before the product was activated. I received an email however saying the product was activated and I have no modem! 

 

How am I supposed to use a service I have subscribed for if you haven't provided me with the modem.

9 REPLIES
etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Re: Where's my modem

Hello,

Are you upgrading from ADSL to Fibre? Sounds like PlusNET have changed the product early and BT have not completed the work yet.

Did you get a date for when fibre will be live?

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kvbudge11
Newbie
Posts: 7
Registered: 11-04-2016

Re: Where's my modem

"


Your product change is now complete, here are the details:
 
Broadband product Unlimited Fibre
Estimated speed 38Mbps to 40Mbps

This estimate is based on data provided by our supplier. Your actual speed will vary but should be within the estimated range - find out why your speed can vary"
kvbudge11
Newbie
Posts: 7
Registered: 11-04-2016

Re: Where's my modem

So it IS live...... but I haven't got a modem! They haven't sent it to me!

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Where's my modem

Your fibre order has not completed, it's due to complete on Friday.

The account change in preparation for this has completed on our side, hence the email and the information you've quoted.


Your router is on the way and should be there in time for Friday. Sorry for any confusion.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
kvbudge11
Newbie
Posts: 7
Registered: 11-04-2016

Re: Where's my modem

Thanks Chris,

 

Why does the email say it's complete when it isn't?

etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Re: Where's my modem

It's an automated system, Fibre still requires physical work at the cabinet

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Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Where's my modem

The email shouldn't go out in my opinion until the order completes. Sorry for the confusion.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
kvbudge11
Newbie
Posts: 7
Registered: 11-04-2016

Re: Where's my modem

So how do I find out when the upgrade has actually been done? 

 

 

SpendLessTime
Aspiring Hero
Posts: 2,379
Thanks: 586
Fixes: 53
Registered: 21-09-2009

Re: Where's my modem

The line will drop as ADSL will no longer work. If you have received the Hub One and are using it (it supports both ADSL and FTTC lines), then it will switch itself to FTTC when the upgrade is done.