cancel
Showing results for 
Search instead for 
Did you mean: 

Faulty Hardware

celica2012
Dabbler
Posts: 23
Registered: 12-07-2012

Faulty Hardware

I've been a customer for over 7 years and my Fibre router or modem is failing, it keeps dropping connection, tech support agreee there is a fault with said hardware and it should be replaced with the Hub. After talking to Options team for over 40mins im advised if i renew my contract for another 2 years, despite still being in contract until July 2018 i can have a hub to make my £45 and month service work. Excellent customer service there Plusnet!!! So much for loyalty and making your customeres proud!!

 

8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,529
Thanks: 518
Fixes: 195
Registered: 01-01-2012

Re: Faulty Hardware

Sorry to hear that.

Unfortunately the only alternative to the above would be to purchase the router upfront which would be a cost of £40 plus £6.99 postage and packaging.

Alternatively there's nothing stopping you using your own router.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
azc
Rising Star
Posts: 71
Thanks: 18
Fixes: 1
Registered: 16-10-2015

Re: Faulty Hardware

As per the price guide, £40 is just for the wireless router. The cost of the Hub One combined fibre modem and router is £99.99

celica2012
Dabbler
Posts: 23
Registered: 12-07-2012

Re: Faulty Hardware

Just got off phone with customer service, new Hub posted out 6.99, still on original contract. That's more like the customer service I was expecting. It was the fact that I was told renew contract for two years at your current price of £45 that got me, when the package is being offerwd at £33 for 18 months.
Anyway sorted now, Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,566
Fixes: 414
Registered: 21-04-2017

Re: Faulty Hardware

How's your new router treating you?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
celica2012
Dabbler
Posts: 23
Registered: 12-07-2012

Re: Faulty Hardware

seems ok, it crashed last night router went orange then reset to blue.

celica2012
Dabbler
Posts: 23
Registered: 12-07-2012

Re: Faulty Hardware

ok so the new home hub is not so great, with my laptop sat beside the hub i'm getting 7mb Download on WiFi and 6.5mb upload. If i connect via Ethernet i get between 39 - 46mb. With my computer upstairs over WiFi I'm getting signal dropouts. 

I've already tried changing the channels, splitting the 2.4 and 5g and turning off all Christmas lights, still the same.  

Plusnet Help Team
Plusnet Help Team
Posts: 8,349
Thanks: 2,566
Fixes: 414
Registered: 21-04-2017

Re: Faulty Hardware

How fast are you getting on your computer upstairs?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
celica2012
Dabbler
Posts: 23
Registered: 12-07-2012

Re: Faulty Hardware

Alienware Pc upstairs via WiFi 3Bars 12.4Mbps Down 6.35Mbps Up

I've just bought a Netgear AC750 WiFi Extender to see if that would help, and i'm having to put the extender in the same room as the router to get the best connection!