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New router

FIXED
PabloBruno
Grafter
Posts: 35
Thanks: 3
Registered: ‎20-07-2020

New router

Hi, my contract was up in Jan so was offered to go onto the new Unlimited Fibre Extra package and they asked if I wanted to upgrade to the new router for £6.99.

I agreed and ordered it on 2/12/21 but I am yet to receive the new router. There is no online chat service at the moment and I don't have time to wait on the phone for 30-40 to ask where it is.

Does anyone know how long they usually take?

9 REPLIES 9
kammneves
Newbie
Posts: 3
Thanks: 3
Registered: ‎27-11-2021

Re: New router

Our new router only took a couple of days, Plusnet are usually very efficient.

Either way its worth the upgrade and we're very pleased with it.

PabloBruno
Grafter
Posts: 35
Thanks: 3
Registered: ‎20-07-2020

Re: New router

Many thanks.

Does anyone know how I can chase it up without having to sit on the phone on hold all afternoon?

jab1
Aspiring Legend
Posts: 12,748
Thanks: 4,050
Fixes: 162
Registered: ‎24-02-2012

Re: New router

@PabloBruno What package are you currently on, and when is your new one due to start?

Hopefully one of the PN Help Team will pick this up soon.

John
PabloBruno
Grafter
Posts: 35
Thanks: 3
Registered: ‎20-07-2020

Re: New router

Thanks - I'm on the Unlimited Fibre Extra and it has already started.

jab1
Aspiring Legend
Posts: 12,748
Thanks: 4,050
Fixes: 162
Registered: ‎24-02-2012

Re: New router

Ok - so you are using the Hub1 at the moment? That should be OK until the new one arrives, but as I said, this needs PN Help Team intervention.

John
PabloBruno
Grafter
Posts: 35
Thanks: 3
Registered: ‎20-07-2020

Re: New router

Yes, the old router is working fine and the speeds have improved.

Do the PN Help Team read these posts?

jab1
Aspiring Legend
Posts: 12,748
Thanks: 4,050
Fixes: 162
Registered: ‎24-02-2012

Re: New router

Yup, but they are a bit thin on the ground and busy so it will be later before they pick up.

John
bobpullen
Community Gaffer
Community Gaffer
Posts: 16,460
Thanks: 4,315
Fixes: 278
Registered: ‎04-04-2007

Re: New router

Fix

@PabloBruno - apologies, your hardware order hadn't been triggered for some reason. I've sorted this and you can expect it within a few days.

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

PabloBruno
Grafter
Posts: 35
Thanks: 3
Registered: ‎20-07-2020

Re: New router

@bobpullen - Many thanks, that's quick work. Season's greetings and all the best for 2022.