New router

[#1]

Hi, I’ve been using Plusnet for over 2 years now and I signed up again for a contract again in August but I wasn’t sent a new router and my internet hasn’t been working right for about 2 weeks now. I was told it could be down to my old router no longer working and I could be sent a new one but I’m not sure how to go about it?

[#2]

Surprised no one has responded.

I believe if you have renewed your contract in the last 3 months, then Plusnet will send out a new router for free. You may have to pay postage.   Speak to Customer Options team.   If I'm wrong, someone will no doubt correct me.

Do your ethernet wired devices suffer from loss of internet access too ?

[#3]

Hi there @Xandrawillis I can see since this post that you've spoke to someone on the phone, who advised you about your wireless connection. You can view this here.

[#4]

Hi yes I did the steps she told me to do but it’s still not working I’m constantly being kicked off and having to redo this. I’m living in the same house and the router is in the same exact place I was when I first signed up to plusnet and I don’t understand why suddenly it’s not working right when before it connected no problem.

[#5]

Thank you bill! I’ll try and get in contact with them for a new one

[#6]

@Xandrawillis - I've just pushed an update to your router that may help. You'll need to switch it off/back on again at your side to apply the update.

Let me know how you get on.

[#7]

Hiya! Thanks very much I restarted the router a couple days ago and it’s helped a bit, i still do get the can’t connect messages as I did before but it has become less frequently!