New hub hasn't arrived yet - and I don't want to have to phone them up

[#1]

I ordered a new Hub with a package upgrade about a week ago and I haven't had it delivered yet, nor any communication on the timeline.  I want to get in touch with customer services, but I just don't have the time or inclination to do that via the phone - it takes so long to ask a question like this over the phone.

I can't find any evidence of a chat-box anymore, nor is there a 'contact us' form or email address.  Any ideas?

I can't believe that this company would get so many 'awards' for customer service and not have any way to contact them other than by phone...

[#2]

@Bobalicious When is your 'upgrade' due to complete, and have you checked your Member Centre for any tickets?

[#3]

@Bobalicious 

ordered a new Hub with a package upgrade about a week ago

What Hub do you currently have ? and what package are you upgrading to ?

[#4]

@Bobalicious 

Login to your Members page and have a look at any Questions under "My Order"

Quick way of doing so is to use

https://www.plus.net/wizard/?p=search

Brian

[#5]

In a couple of weeks time - but I don't see that as of any importance.  I can install my new hub and switch my wi-fi- connections over prior to the installation of the new fibre connection.  I would expect something that was ordered to be delivered as soon as possible.  And most importantly - the question I wanted an answer to was "How can I contact them".

[#6]

I have no 'My Order' section - though that link showed that I had no open tickets

[#7]

That's not information I'm going to share - as the question is "How do I contact the support team about this"

[#8]

It looks like the 'reply' functionality on this forum is from 1995, and it doesn't fork the threads properly - so apologies to people I replied to - my responses are in the mix of the full thread.

The 'correct' answer was:

• @ them on X (urgh) and get them to point me to:
  • https://www.plus.net/contact-us/
• And then go to "Make a Complaint", where you can then click to make an 'online ticket'
  • https://www.plus.net/member-centre/complaint-form
• This then creates a ticket that is visible at:
  • https://www.plus.net/wizard/?p=search

Note - I could find no link to any of these pages from either the main site or the member centre.  And yet Plusnet are getting awards for customer service?  Incredible...

[#9]

@Bobalicious 

PN dispatch routers on a just in time basis - usually two or three days prior to the install date.

When it is dispatched you get a notification along with a Royal Mail tracking number.

Brian

Edit : Just noticed it's an Upgrade and not a new install. Tracking info is still valid.

[#10]

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@Bobalicious wrote:

That's not information I'm going to share - as the question is "How do I contact the support team about this"

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Who are you replying to with this comment - in a thread with multiple respondents/posts it is customary to 'tag' that individual - or quote the post, if it is not the one directly above.

You contact support via the phone, or for community support, you follow the thread.

[#11]

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@bmc wrote:

@Bobalicious 

PN dispatch routers on a just in time basis - usually two or three days prior to the install date.

 Thanks for this - this is useful info.  I'm annoyed by it, as it means I now have to switch things over on a tight timescale - I would very much have preferred to get the hub 3 weeks in advance so I could do the setup in my own time.... but hey ho

[#12]

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@jab1 wrote:

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@Bobalicious wrote:

That's not information I'm going to share - as the question is "How do I contact the support team about this"

---

Who are you replying to with this comment - in a thread with multiple respondents/posts it is customary to 'tag' that individual - or quote the post, if it is not the one directly above.

You contact support via the phone, or for community support, you follow the thread.

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Yeah - that makes sense, if you're familiar with the platform - these days I just assume that when you click reply underneath a particular comment it would become a forked thread - I'd like to say "my bad", but it's not.  It's this awful forum platform that's 20 years out of date...

Anyway - I have an answer to my question, sourced by myself - I have provided links for how to do what I asked - post a message to them to raise a ticket - which was what I asked for.

Thanks for trying to help though - it shouldn't need this kind of 'community' support for a business with a £400 million pound turnover...

[#13]

@Bobalicious What 'setting up' is involved - usually all you need to do is substitute the new Hub for the old one?

I assume you have never visited the forum since you registered in 2017?

[#14]

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@jab1 wrote:

@Bobalicious What 'setting up' is involved - usually all you need to do is substitute the new Hub for the old one?

I assume you have never visited the forum since you registered in 2017?

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The new Hub will. by default, have a different network name and password.  I have devices dotted around the house that need to be updated to connect to this new network.  *That* is the setup that's needed.  E.g. solar panel inverters, smart heating, etc, etc.

If I have a period of time with both hubs, I can connect the new one to the old one with an ethernet cable and then slowly go round updating everything from one network to the other.  If I have a short period of time with both routers, then the time-period in which I can do that is limited.  I'd rather spend 3 weeks doing that making sure everything's set up.

I guess I can still do the same thing, but with the routers plugged in the other way round - but that's only just occurred to me as I'm typing...

And no, I haven't visited the forum since 2017.  I've used pretty much every other messaging and forum system under the sun  though...

Anyway - I *do* appreciate your attempts to help, but my problem is solved now - I have contacted them via a form and have posted the links on this thread, hopefully so others in the future can find them and I've been informed that convention is for them to post out a JiT delivery of a hub.

[#15]

@Bobalicious 

The new Hub will. by default, have a different network name and password.  I have devices dotted around the house that need to be updated to connect to this new network.  *That* is the setup that's needed.  E.g. solar panel inverters, smart heating, etc, etc.

Just change the network name & password on the new Hub to be the same as the old Hub!. Then no need to change any devices, they will just connect to the new Hub 

edit: just be aware that the Hub 2 doesnt permit the 'spliiting' of the wifi bands (2.4 & 5ghz) and giving them different SSIDs. So if you currently have a Hub 1 and have done so, you will not be able to replicate that with the Hub 2