Hub One buzzing/hissing/dragging noise.

[#1]

Hi 

We have just moved to Plusnet 2 weeks ago and we are unhappy with the sound the router makes. It sounds like its hissing and buzzing and when being used a dragging sound. The speed also dropped to 19 and lost facetime connection and wondered if the faulty router could be the cause of this. We have never had this issue with sky or even talk talk. I logged on to this forum to see if I can cancel as I refuse to put up with that noise for 18 months and seen many other people having the same issue and have been sent a replacement router.

Please could you advise and resolve.

Thank you

[#2 · Accepted solution]

Hi there,

I've arranged for a replacement hub to be sent to you.

If it's not too much trouble, can you send the faulty device back to me at the office for inspection, rather than using the returns back you receive?

See here for the address.

I'll happily apply some credit to your account to cover the cost of postage + inconvenience.

[#3]

Would be interested to know what causes this.

I had a few PlusNet HubOnes that did this and also my Panasonic TV seems to like doing it when using WiFi.

[#4]

Hi @superhov

Sorry to see you are experiencing issues with your broadband speed and a noisy router.

When the new router is received, please run a speed test here via an Ethernet cable and Internet Explorer. Once the test has completed, please click further diagnostics then enter your telephone number and run the diagnostics to send this information to us.

If your speed is lower than the estimated speed, please raise a fault here.

If the issue no longer occurs, follow our guide on improving your wireless signal.

Thank you.

[#5]

Thank you, I will let you know if there is an improvement.

[#6]

Thank you, I will return the faulty hub as soon as I receive the replacement.

Kind Regards

[#7]

Hi @superhov

No problem, there will be a prepaid returns bag sent with the replacement router which you can take to any post box.

Again let us know how you get on.

Thank you.

[#8]

@superhov, contrary to what @Jubby says, please don't use the returns bag, as the device will not find its way back to me that way.

[#9]

No Problem, I will return to the address in the link with your name.

[#10]

Hi 

We received the new router today, thank you, and completed the speed check test by following the detailed instructions and it was 33 so all is good thank you.

Kind Regards

[#11]

Hi 

The new router appears to have no noise at the moment so that's brilliant, hopefully it will stay that way. 

I will return the faulty one to you to the address you provided in the post and not use the prepaid bag as requested.

Thank you for your help in resolving my issue.

Regards

[#12]

That's good to seem thanks for letting us know and also for following what Bob has asked just so we can investigate the issues with the original router. 

[#13]

Posted back to Bob this morning. 

[#14]

Thanks, now received

I've made a note to apply a £10 refund to your account for your troubles. Expect that back within a week or two.

[#15]

Thank you, 

Just to let you know, my router is still silent so it did appear to be a faulty router

Thank you