New user - VERY Disappointed with Plusnet...
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New user - VERY Disappointed with Plusnet...
16-12-2020 8:10 AM
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After having been given a 'go live' date of 15th December, my existing provider service was terminated. Hadn't received the router promised by Plusnet and then received an email saying it will be dispatched 16th December and will be received in 3-5 days!!! How on earth do Plusnet expect users to connected to the service without even having a router??? I called for help and the engineer advised there was no way I'd have the router in 3-5 days, as they use Royal Mail and we are past the guaranteed pre-Christmas delivery date. So I'm looking at having no internet until after Christmas, potentially. I work from home, so that's not possible, and all our streaming services, smart appliances, etc, are degraded or out of action. I haven't been offered any refund, compensation, nothing. Absolutely disgraceful and if I don't hear from them shortly (I have raised a formal complaint), I will definitely be leaving them for another provider as soon as possible. Broadband to make your proud is Plusnet's boast - I'm not feeling it at the moment....
Re: New user - VERY Disappointed with Plusnet...
16-12-2020 8:18 AM
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This topic has been moved from ADSL Broadband to My Order
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 8:46 AM - edited 16-12-2020 8:49 AM
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@AdamDeary who was your previous provider ? if it was BT or Johnlewis then your existing router can very likely be reused
The routers are sent first class and so should really arrive within a day or two.
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.
Re: New user - VERY Disappointed with Plusnet...
16-12-2020 8:53 AM
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 10:00 AM
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The questions are, did you cancel your previous service or did you leave it to Plusnet? You should have left it to Plusnet. The second question has to be whether you have had confirmation that the service has indeed gone live or whether it has been delayed due to Openreach engineer availability on the programmed date, which is a constant cause of delays? Do you have an active telephone?
If the service is actually live then I would be tempted to buy a cheap third party VDSL modem/router and seek to recover the cost from Plusnet. Alternatively if you can borrow a Plusnet hub one or BT Home Hub 5 or 6 these can be set up to work. Setting instructions are pinned at the top of the Router board.
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 10:14 AM
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 12:13 PM - edited 16-12-2020 12:16 PM
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Just click on this link. https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M85...
The setting procedure is basically the same for all these hubs. Many of us use a Smarthub 6 because they are cheap from auction sites, are more stable and have better wifi performance than the Plusnet Hub One, which under the garish case is an old Home Hub 5a with tweeked firmware. The important thing to note is that you must disconnect the dsl lead whilst inputting your plusnet user name and password.
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 12:21 PM
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Re: New user - VERY Disappointed with Plusnet...
16-12-2020 6:35 PM
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Re: New user - VERY Disappointed with Plusnet...
17-12-2020 8:21 AM
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Thanks for getting back to us @AdamDeary I'm sorry for the issues you've had.
From what I can see your router's trying to connect to the internet using the wrong password. Depending on the model of BT router you've got, the process may be slightly different but as a rough (or exact) guide I'd recommend going through the steps explained in this post Here to manually setup the router.
The important part is to make sure the Broadband or PPP password you're using is your account password. If you can't remember the password, that can be reset here: https://www.plus.net/forgotpassword/
Let us know how you get on
Re: New user - VERY Disappointed with Plusnet...
17-12-2020 10:15 AM
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Have you got a Home Hub 5 or Smarthub? Earlier models are ADSL only.
Have you got a special character in your password? If so then go into your Plusnet account and change it to alpha numeric ones. Ignore any messages about special ones. Some versions of firmware con't like any special characters. Soon after the hub is connected the firmware will be updated and this restriction should be removed.
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Re: New user - VERY Disappointed with Plusnet...
17-12-2020 5:01 PM
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Re: New user - VERY Disappointed with Plusnet...
17-12-2020 5:56 PM
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Re: New user - VERY Disappointed with Plusnet...
18-12-2020 9:46 AM - edited 18-12-2020 9:48 AM
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I'm glad that you are now connected. Once things have settled down if you find that your Hub One isn't all that you hoped it would be then depending on which model of very expensive BT hub you have bought you should find that if it is a Smarthub that it will give you better performance.
Should this be the case then just come back here if you want help setting it up.
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Re: New user - VERY Disappointed with Plusnet...
18-12-2020 6:04 PM
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me too ,I fear I’m going to have the same problem I was told my go live date wold be today ,the BT line was Installed on Wednesday .....my phone line is now dead and I’m still waiting for my router.......not impressed at all ,and trying to speak to anyone is frankly garbage
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