Well, Plusnet's service has certainly gone downhill...
Let me update on what has gone on since my fibre order *actually* got submitted.
On the 3rd of April I was merrily checking the questions wizard to check the status of my order. I noticed that for some reason my address was amended from the correct house number to another one in the street for no reason I could discern. I submitted a request via the ticket system to have this changed back however I don't believe anyone has seen it. To top it off I spent a few evenings checking to see if chat support could help me solve it only to find they were unavailable each and every time.
So, obviously, my new router got dispatched to the wrong address... not a great start. I was lucky enough that my neighbours had held onto the parcel long enough for me to collect it, that may not have been the case.
Moving on to the fibre activation itself, I was informed by ticket and email that this would be on the 10th (today). Sure enough when I got back this evening I had lost DSL service so I duly swapped in the new Plusnet Hub one (completely bypassing my existing high spec Ubiquiti router thanks to the lack of bridge mode on the Hub one) and waited for it to boot up. After starting up and checking the router settings to confirm connectivity I discovered that I could not reach any external website other than Plusnet's support page...
Looking at the settings on the new router I could see that it was using the default 'setup@plus.net' login which might explain my inability to use the Internet. Given how tightly the Hub one is locked down though, there was no way for me to change this myself. The next obvious step seemed to be to reboot the router, no dice, still no Internet access.
Faced with a 50 minute wait on the phone support queue (gee I wonder why) I figured that there was not much else that could go wrong and dug out an old BT Infinity modem I had been tinkering on some time ago and was in dubious condition. Thankfully it fired up without a hint of smoke and I was able to connect it to my existing Ubiquiti router using the previous bridge mode setup I had. I doubt other customers would be likely to have many spare modems or routers lying around that would work instantly.
Suffice to say this has been the most troublesome broadband change I have had to deal with in some time and seriously dents my faith in Plusnet.
