cancel
Showing results for 
Search instead for 
Did you mean: 

No router delivered

FIXED
AndySheen
Hooked
Posts: 5
Thanks: 6
Registered: ‎25-10-2022

No router delivered

Ive still not received a router for my FTTP fibre contract which started on Wednesday 19th Oct (router was sent out on the 15th Oct) where the engineer removed my telephone line etc. As the router had not arrived plusnet were contacted in the morning to ask if the old router could be used while we wait for the new one and were incorrectly told we could.

Tomorrows phonemail will be to resend another router, with whats going on with parcel deliveries is going to be the same situation. I would cancel my contract but that will enter me into another world of pain. Im going to have to buy a third part router today and address the delivery/service failure at a later date. Can you recommend a couple of routers?

8 REPLIES 8
MisterW
Superuser
Superuser
Posts: 14,732
Thanks: 5,513
Fixes: 393
Registered: ‎30-07-2007

Re: No router delivered

@AndySheen is your old router a PlusNet supplied one ? if so which model ?

If not , the what make /model is it ? we can then assess whether it can be used with FTTP

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.

AndySheen
Hooked
Posts: 5
Thanks: 6
Registered: ‎25-10-2022

Re: No router delivered

It is a Plusnet Hub One, from chats Ive had previously I think the issue would be the existing ethernet cable would not be compatible, but not 100% on that! I have also a BT Hub 6 if that is any better? 

MisterW
Superuser
Superuser
Posts: 14,732
Thanks: 5,513
Fixes: 393
Registered: ‎30-07-2007

Re: No router delivered

Fix

The PlusNet Hub one will work fine, although it will limit the upstream throughput to around 30Mb. You just need to connect the red WAN port to the ONT with an ethernet cable( Cat5e or above) . I'm not sure what category of cable was supplied with the Hub 1 but if it has eight cores ( as opposed to only 4 ) then it should be fine. Even if its only 4 core then it will still work but will limit the downstream to 100Mb.

Does the HUB 6 have a WAN port ? if so , it will work , but the same comment applies to the cable. The HUb 6 will need configuring with your PlusNet details , see here for instructions https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M85...

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.

AndySheen
Hooked
Posts: 5
Thanks: 6
Registered: ‎25-10-2022

Re: No router delivered

Thanks for your help the Hub One router has worked, confusion started from the Telephone enquiry saying the old hub would not work with the fibre to premises box but with some setting up with my updated password it has worked, cheers

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,887
Thanks: 4,979
Fixes: 316
Registered: ‎04-04-2007

Re: No router delivered

@AndySheen - might be worth getting in touch with your local sorting office if you can to ask if they've anything there for your address.

I recently saw a post around these parts where a customer had done this and they managed to track it down. Ten days is a long time to wait, even considering the strike action! 😲

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

AndySheen
Hooked
Posts: 5
Thanks: 6
Registered: ‎25-10-2022

Re: No router delivered

Will do, strike action today so will check first thing, hopefully I will sort out a new router before the strike actions ramp up in November!

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,887
Thanks: 4,979
Fixes: 316
Registered: ‎04-04-2007

Re: No router delivered

FWIW, we have been shipping earlier than normal to mitigate against the impact of the industrial action, but it's definitey not helped in all cases (as posts like yours seem to bear witness to).

We've also recently switched to a higher priority shipping service which should help with the November dates.

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

AndySheen
Hooked
Posts: 5
Thanks: 6
Registered: ‎25-10-2022

Re: No router delivered

After your suggestion I went to the sorting and there it was! delivered on the 15th a day after sending.

The slip up came with a new postman on the round instead of posting through the letter box he assumed it needed a sig or didn't try putting it through the letterbox, either way he returned it to the sorting office but failed to put a card through to say they had tried to deliver and where the parcel was. Appreciate the help in bringing this to a conclusion.