Registering 'new' Hub Two to Account

[#1]

I recently upgraded from FTTC to FTTH and whilst I have opted to continue using my Draytek router I have bought a second-hand Plusnet Hub Two as a backup and in case I ever need support when I am assuming you'd prefer me to swap in one of your routers to rule out any issues with mine.

Is it sensible in this instance to get the serial number of the Plusnet router registered to my account?

[#2]

It is - either contact CS, or wait for one of the Help Team to pick this up.

[#3]

Thanks @jab1 . Will wait for one of the forum reps to spot this.

[#4]

@MJN Thank you for taking the time to reach out to us, I hope you are well.

I have sent you a separate email with the router serial number, you should also be able to see this information on the sticker that is directly attached to the back of the router.

I hope this helps

[#5]

@Tina11192 Sorry, but if @MJN has bought a second-hand router, how do you (Plusnet), know what the serial number is?

As I read and understood it, they wish to register said Hub against their account, should they need to use it to allow Plusnet access to their circuit in case of problems.

[#6]

Ah, apologies, the confusion is my fault.

I forgot that I must've had my own Plusnet Hub Two a few years ago, and so that'll be the serial number that's currently on the account. I'll reply to the ticket with my 'new' serial (edit: have now done so - thanks @Tina11192!).

[#7]

Hi @Tina11192 , reference ticket 249771149 I've received this in response to my follow-up giving the latest serial number:

Plusnet Robot-010 - OSS - Automation use only

7:21am, Sunday 24 Aug 2025

Thankyou for your query

We are closing this ticket as we are no longer able to support queries raised online.

---

Can you elaborate?

[#8 · Accepted solution]

Hey @MJN

Please ignore that email. It was only sent out, as when we create a ticket on the account, we can select a certain team; however, it was not moved to the incorrect team, and our robot closed it down apologies

I have updated your account so it has the SN of the Hub Two you have acquired.

[#9]

That's great - thanks Josh!

[#10]

"we can select a certain team; however, it was not moved to the incorrect team"

So, following that...

It would have had to be moved to the 'incorrect team' to prevent the robot closing the ticket?