Router not received

[#1]

Hello,

The broadband service is supposed to be activated tomorrow, but the router has not been received yet.

What can I do?

Please help to check.

Thank you.

[#2]

@kel1 Have you actually had a confirmed installation date? If you haven't received your Hub, check for any open/closed questions on your account - log into your online portal and then click this link:https://www.plus.net/member-centre/login?p=search

[#3]

The email just mentioned the service to be activated on 08-06-2023, no information on installation date.

After login, nothing special in online portal...

[#4]

Was this email directly after you had signed up - i.e. one where they gave an 'anticipated' date, or one which confirms the date, following all the checks which a new supplier has to complete. Who are you moving from, and when did you place your order with Plusnet? Who are you moving from?

[#5]

I have just received another email:

"The activation date for your broadband service is confirmed for 08/06/2023. We'll have your account ready on this date so you can start using the service as soon as you have a solid green light labelled PON or OPTICAL on your Openreach Modem (ONT). The ONT is the white box connected to a fibre-optic cable that runs to your house.
If you've ordered a Plusnet router, this will arrive before your activation date. Please refer to the guide inside the box for setup instructions."

Do you mean this email?

Can I receive the router today or tomorrow?

[#6]

Yes, that is the confirmation message I was referring to. It appears you are taking a Full Fibre service, which suggests you have already had an OpenReach visit to install the ONT?

In this case, I am surprised you haven't also received a text and/or email advising of the Hubs despatch, with a tracking number.

@bobpullen , if you're around?

[#7]

which suggests you have already had an OpenReach visit to install the ONT?

could be an already existing ONT from a previous connection or a new build with pre-installed ONT

[#8]

True, but the OP isn't very clear, and I bet there aren't  that many that fall into this category - yet. 😉

[#9]

To me, that email is worded as though it's a remote activation expecting an existing ONT.  If it was an installation then you would expect it to say something like, ' the engineer will connect your router when the service is installed'

Although I thought that with remote activation, Openreach sent a text a few days before, requesting that the ONT be powered on so it could be tested.

[#10]

Ok, fair enough. I haven't had much to do with FTTP, but I'm learning. 😀

[#11]

So are Openreach , unfortunately!

[#12]

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@MisterW wrote:

To me, that email is worded as though it's a remote activation expecting an existing ONT.  If it was an installation then you would expect it to say something like, ' the engineer will connect your router when the service is installed'

Although I thought that with remote activation, Openreach sent a text a few days before, requesting that the ONT be powered on so it could be tested.

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I agree with your edit - something doesn't sound correct here. Wonder if Bob Pullen will pick up my tag?

[#13]

Oh, how come?

[#14]

@kel1 did you by any chance not request a Plusnet router during the signup ?

Do you have any existing router that could possibly be used in the mean time ? let us know make & model and we can determine if its usable

[#15]

In Pre-contract Information > Description of services > Equipment, it shows:

Plusnet broadband Equipment

Hub Two router