cancel
Showing results for 
Search instead for 
Did you mean: 

New Router not arrived engineer due tomorrow

FIXED
lscatterson
Dabbler
Posts: 18
Thanks: 8
Fixes: 1
Registered: ‎20-06-2019

New Router not arrived engineer due tomorrow

Hi,

My new fiber router has not arrived and engineer is due tomorrow. I cannot get through on the phone.

If I try and track my order online but get a message to say I do not have one.

What should I do?

Thanks

Lawrence 

34 REPLIES 34
Baldrick1
Moderator
Moderator
Posts: 11,458
Thanks: 5,093
Fixes: 411
Registered: ‎30-06-2016

Re: New Router not arrived engineer due tomorrow

@lscatterson 

Are you upgradiong to Full Fibre?

If so have you got a Plusnet Hub One? If so that can be used until your Hub 2 arrives. Just remove the DSL lead and connect the red WAN socket to the ONT using a CAT 5E or better Ethernet cable, If you have elected to have one of the fastest FTTP connections there could be limitations on your upload speed.


Moderators Note

This topic has been moved from Full Fibre to My Orders

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

lscatterson
Dabbler
Posts: 18
Thanks: 8
Fixes: 1
Registered: ‎20-06-2019

Re: New Router not arrived engineer due tomorrow

Thank you for your reply.

I am moving to Broadband: Full Fibre 300, not sure what my current router is but I have had it for about 4 years. How do I tell which one it is

Thanks 

Lawrence

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,852
Thanks: 4,922
Fixes: 315
Registered: ‎04-04-2007

Re: New Router not arrived engineer due tomorrow

Fix

@lscatterson - your hub was disapatched last Friday via Royal Mail First Class post.

I can only imagine it has been held up by the strikes.

Will hopefully be with you any day now.

Edit: Forgot to add, you currently have a Hub One. This will work with FTTP by running an ethernet cable between the red WAN port on the back and the Openreach ONT that your engineer will install on the wall. The upload will be limited to 30mbps in this configuration, however it should see you good until your Hub Two arrives.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

lscatterson
Dabbler
Posts: 18
Thanks: 8
Fixes: 1
Registered: ‎20-06-2019

Re: New Router not arrived engineer due tomorrow

Hi,

Thank you for checking, yes the strikes with Royal Mail will not help neither does living in Northern Ireland.

Below is a picture of my current router, will I be able to plug this in to the ONT on the box thats install and still have internet.

I am mainly worriedabout having no internet as I need it for work.

 

 

DSC_1281.JPG

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,852
Thanks: 4,922
Fixes: 315
Registered: ‎04-04-2007

Re: New Router not arrived engineer due tomorrow

@lscatterson - see the edit of my previous post.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

dogtired
Dabbler
Posts: 13
Thanks: 3
Registered: ‎06-10-2022

Re: New Router not arrived engineer due tomorrow

Will this work with any router? My new router has not arrived.

 

thanks

jab1
Legend
Posts: 16,545
Thanks: 5,198
Fixes: 244
Registered: ‎24-02-2012

Re: New Router not arrived engineer due tomorrow

@dogtired Which router do you currently use?

John
MisterW
Superuser
Superuser
Posts: 14,358
Thanks: 5,283
Fixes: 379
Registered: ‎30-07-2007

Re: New Router not arrived engineer due tomorrow

@dogtired it  will work with MOST (except Talktalk/Sky locked) routers, but if it's not a PlusNet supplied one, then there's a little manual configuration required.

Tell us what make/model your router is and we'll try and advise.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dogtired
Dabbler
Posts: 13
Thanks: 3
Registered: ‎06-10-2022

Re: New Router not arrived engineer due tomorrow

Hello, it is a John Lewis one, which is really Plusnet. The make is ZYXEL.

THANKS

dogtired
Dabbler
Posts: 13
Thanks: 3
Registered: ‎06-10-2022

Re: New Router not arrived engineer due tomorrow

@jab1

ZYXEL John Lewis fibre broadband on the telephone line,

thanks

jab1
Legend
Posts: 16,545
Thanks: 5,198
Fixes: 244
Registered: ‎24-02-2012

Re: New Router not arrived engineer due tomorrow

@MisterW ? - I'm not certain.

John
MisterW
Superuser
Superuser
Posts: 14,358
Thanks: 5,283
Fixes: 379
Registered: ‎30-07-2007

Re: New Router not arrived engineer due tomorrow

@dogtired  its likely a VMG 3925-B10C then ?

If so it will work fine, although it will need a little configuration. You will need to change the username/password on the broadband settings screen

Are you changing to Full Fibre or staying with normal FTTC ( Fibre unlimited/extra ) ?

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dogtired
Dabbler
Posts: 13
Thanks: 3
Registered: ‎06-10-2022

Re: New Router not arrived engineer due tomorrow

@MisterW  Yes it is, I am changing to full fibre.

dogtired
Dabbler
Posts: 13
Thanks: 3
Registered: ‎06-10-2022

Re: New Router not arrived engineer due tomorrow

@MisterW how do I change those details? Thanks