Plusnet Hub 2

[#1]

Hello,

I re contracted with Plusnet last October on the fibre extra basis, however was not offered a new hub 2. I understand from discussions on the forum that any Plusnet customer re contracting on fibre can get a new Hub2 on request, so this is my request for you to send me a new Hub2. I have been experiencing the broadband line dropping up to 20 times a day over the last few weeks and despite 3 engineer visits (two from Openreach) no one appears to know why this is happening. The Last Openreach Engineer , following exhaustive line tests suggested it was possibly the Plusnet Hub one router, hence my request. I am happy to pay the post and packing costs of £6.99. Look forward to hearing from you. Thanks

[#2]

@jzwoodco1 Welcome to the forums. When you re-contracted last October, I don't think the Hub2 was an option.

As we obviously haven't seen any statistics from you, we cannot conclusively prove the BT/OR engineer was talking rubbish, but having seen that suggestion disproved so may times, I would place no faith in it.

If you would like further suggestions on how to proceed:

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

I

[#3]

Hub Two is only available for FTTC users. This is the ADSL board - what service are you on?

[#4]

Normal broadband, with fibre to cabinet and then copper to house. That is ADSL..

[#5]

That is VDSL / FTTC (for which there is a different board).

ADSL is copper all the way from the exchange - no fibre involved at all.

[#6]

@Townman I assumed the OP was on VDSL/FTTC, which is why my ignored attempt at helping them was the FTTC version.

[#7]

Sorry for the confusion. It’s fibre to the exchange, then the cabinet is about 10 yards from the exchange. Assume it’s copper all the way from exchange. Currently using Plusnet One router.

[#8]

From post #1 in this topic 'I re contracted with Plusnet last October on the fibre extra basis, ' So you are on FTTC FIBRE to the CABINET - copper beyond that.

[#9]

[#10]

@jzwoodco1 That above report almost suggests you are on the basic (40/10) product, and not Extra. Sight of the other information I requested would help.

[#11]

@ It's worse than that, @jab1  with those estimates the Op should be getting full 80/20 speeds on Fibre Extra and 40/10 on standard fibre so there is something very wrong, both the download and upload appear to be banded at lower speeds. looks like there are issues with the line.

@jzwoodco1   You are on FTTC that is fibre to the cabinet from the exchange (which may not be your local telephone exchange but that doesn't matter) . Then copper to your house from the cabinet. It is not copper all the way from the exchange.

You need to get Plusnet to check your speeds, they should be much better.

Could you post your line stats from the Hub1 Helpdesk page Advanced tab, (I think, I don't use a Hub1)  but hide your username just to confirm you poor speeds.

[#12]

Agreed, @RealAleMadrid which is why I  have requested the missing reports from my initial post. We may spot something the OP can use to convince PN there is a problem, which they don't spot.

[#13]

Hiya @jzwoodco1,

I'm really sorry to see that you are being affected by an issue with your connection and for the inconvenience this is causing.

I have reviewed the engineer notes and they have advised that they believe the cause is due to the router and a replacement router is needed.

Our Hub Two routers were not available until the end of November last year and any upgrades before that would be eligible for a Hub One.

Having said that I have reviewed your fault and I have provided a full explanation here on the next steps forward.

[#14]

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

[#15]

Thanks Samantha