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Is any further action needed by myself to get new Hub 2

FIXED
QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Is any further action needed by myself to get new Hub 2

I wonder if someone from Plusnet could help?

I renewed my contract with Plusnet at the end of last year and rang up the helpline yesterday to enquire about a Hub 2. A very helpful member of the support team checked my records and confirmed I was eligible for a free Hub 2. She then said she was going to transfer me to a different department to sort out the details. I then hung on the phone for 20 minutes before giving up!

I received an email saying

Thank you for you call to and your enquiry in to getting a new router. The call was passed through to the correct department to get this done for you. if you do have any more questions do not hesitate to get back in contact with us.

With a question number of 

221496804

I am not certain if any further action by myself is needed.

 

Many thanks

Moderator's note by Mike (Mav): Post released from Spam Filter.
9 REPLIES 9
jab1
Legend
Posts: 18,894
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Is any further action needed by myself to get new Hub 2

@QuantumGuy What does the 'Question' say?

John
QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Re: Is any further action needed by myself to get new Hub 2

Exactly the same as the email

jab1
Legend
Posts: 18,894
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Is any further action needed by myself to get new Hub 2

Okay, Is there anything showing in your account summary page about a despatch/pending despatch of the Hub2? If not, I would get back on the phone and ask for an update.

John
QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Re: Is any further action needed by myself to get new Hub 2

No - nothing pending  - I will leave it till Monday and if nothing appears I will give them another call

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Is any further action needed by myself to get new Hub 2

Hi @QuantumGuy,

I've raised a support ticket on your account concerning this, which can be accessed here. Please let us know once you've had the chance to respond to the ticket and we'll pick this back up for review ASAP Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Re: Is any further action needed by myself to get new Hub 2

Hi

Thank you very much for your reply.

I have responded to the ticket via email saying yes please!

Many thanks for your help

Update - the email bounced saying I had to reply to the ticket which I will now try to do.

jab1
Legend
Posts: 18,894
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Is any further action needed by myself to get new Hub 2

@QuantumGuy I think you probably need to respond on the ticket itself for PN to be able to action it for you.

John
QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Re: Is any further action needed by myself to get new Hub 2

You are quite corrects as I just found out!

Thanks

Just replied to the ticket

QuantumGuy
Grafter
Posts: 40
Thanks: 4
Fixes: 1
Registered: ‎06-02-2020

Re: Is any further action needed by myself to get new Hub 2

Fix

All sorted!

Thank you Plusnet