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Switch date arrived, but no router and no broadband

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ml2
Newbie
Posts: 2
Thanks: 1
Registered: ‎23-10-2018

Switch date arrived, but no router and no broadband

Hi,

My broadband switch-over date was supposed to be today, and I have been told nothing to the contrary since ordering a fortnight ago. At 3 o clock this morning my phone line switched to plusnet from BT and my BT broadband stopped working.

I have still not received a router, there is no update on my account, and it is impossible to get through to customer services.

What is going on with my order, and when will the broadband be activated?

Thanks,

Matt

5 REPLIES
Baldrick1
Aspiring Hero
Posts: 2,011
Thanks: 851
Fixes: 67
Registered: ‎30-06-2016

Re: Switch date arrived, but no router and no broadband

Fix

If you are moving from BT then you can use your BT router. If you have a Smarthub 6 then that's better than either of the the Plusnet offerings. You will find details on how to set it up on the router board.

For information the Plusnet Hub One is a rebadged Home Hub 5A with tweeked firmware. The Hub Zero has very poor wireless performance and inferior to just about all the BT Home Hubs..

Gel
Seasoned Pro
Posts: 1,665
Thanks: 168
Fixes: 14
Registered: ‎02-08-2007

Re: Switch date arrived, but no router and no broadband

Plusnet Help Team
Plusnet Help Team
Posts: 493
Thanks: 98
Fixes: 13
Registered: ‎07-12-2017

Re: Switch date arrived, but no router and no broadband

Hi @ml2, the order looks to be complete.

 

I am sorry that you haven't received your router as of yet, I can see however this has now been ordered.

 

As @Baldrick1 has advised, if you have a BT router you will be fine to use this until our router arrives (or continue to use that one should you wish).

 

There's a forum post here with steps on how to set up the BT routers.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
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ml2
Newbie
Posts: 2
Thanks: 1
Registered: ‎23-10-2018

Re: Switch date arrived, but no router and no broadband

Good advice @LaurenB@Baldrick1! I've setup the BT home hub with the new connection details, and it works great. Plusnet router was allegedly shipped this evening. Just a bit disappointed with the 'seamless' switchover experience

 

Many thanks,

Matt

Plusnet Help Team
Plusnet Help Team
Posts: 240
Thanks: 33
Fixes: 14
Registered: ‎06-08-2018

Re: Switch date arrived, but no router and no broadband

Hi @ml2

 

Thanks for getting back in touch and I'm glad that you have got online.

Please feel free to get in touch if you have any further questions regarding your account.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team