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Change to Fibre complete but no new Router yet

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mag
Dabbler
Posts: 12
Thanks: 3
Registered: 04-04-2015

Change to Fibre complete but no new Router yet

Hello,

I recently ordered an upgrade to Fibre, and I received an email today to say that my product change  to unlimited fibre is now complete.

I haven't received a fibre router though, and I have raised a support question about this.

I am still therefore connected using my old 2704N router. 

Can anyone advise if this will continue to work up the point where I receive and install a new fibre router?

Thanks

Dave

7 REPLIES
RealAleMadrid
Seasoned Pro
Posts: 512
Thanks: 176
Fixes: 9
Registered: 07-07-2009

Re: Change to Fibre complete but no new Router yet

If the 2704 is still working you have not been upgraded to FTTC and it will lose connection when you are upgraded. The e-mail just means your account type has changed for billing purposes. Have a look at the BT checker to see if there is an open order with a completion date for your phone number. It should be in the text after the speed estimate figures.

https://www.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

mag
Dabbler
Posts: 12
Thanks: 3
Registered: 04-04-2015

Re: Change to Fibre complete but no new Router yet

Thanks.

There is an entry which reads:

There is an open order on your line which is due to complete by 06-Sep-2017

which is today - so unless a router turns up promptly it seems I am about to lose internet connection.

Not impressed. That being the case I would have imagined that plusnet would have confirmed router delivery before making the changeover.

Thanks again. Hopefully someone from plusnet will get in touch - though how once the internet goes I'm not sure - they'll probably send me an email that I can't read.

If I were to go and buy a router can you tell me what model, or key feature to look out for?

Am I right in thinking it would have to say VDSL?

Dave

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Change to Fibre complete but no new Router yet

Fix

Hello Dave.

 

Your fibre order is in progress today. I'd expect it to happen by tonight.

I'm very sorry to see the adviser you contacted when placing your upgrade didn't send you a new router. I've just sent it now and we'll get it to you as quickly as we can. Apologies for the inconvenience caused. Sad

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mag
Dabbler
Posts: 12
Thanks: 3
Registered: 04-04-2015

Re: Change to Fibre complete but no new Router yet

Thanks for that. As I said, unimpressed with a plusnet system that allows fibre activation without confirmation that a suitable router has arrived.

There is a fairly obvious process improvement to be made there.

I'll be back in touch if and when I get internet back.

Dave

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Change to Fibre complete but no new Router yet

Sorry for the inconvenience caused Dave, keep us posted.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mag
Dabbler
Posts: 12
Thanks: 3
Registered: 04-04-2015

Re: Change to Fibre complete but no new Router yet

The router arrived today and I'm back online.

Thanks to RealAleMadrid and Gandalf for the prompt resolution.

But please Plusnet, include a check in your fibre upgrade process to make sure the router has arrived.

Dave

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Change to Fibre complete but no new Router yet

That's good to hear Dave, and thanks for your feedback.

Sorry for any inconvenience this caused you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team