Router not received
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Router not received
07-06-2023 3:59 PM
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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.
Re: Router not received
07-06-2023 6:21 PM
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@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
Re: Router not received
07-06-2023 7:50 PM
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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...
Re: Router not received
07-06-2023 7:55 PM
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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?
Re: Router not received
07-06-2023 8:21 PM
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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?
Re: Router not received
07-06-2023 8:27 PM
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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?
Re: Router not received
07-06-2023 8:36 PM
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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
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Router not received
07-06-2023 8:41 PM
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True, but the OP isn't very clear, and I bet there aren't that many that fall into this category - yet. 😉
Re: Router not received
07-06-2023 8:51 PM - edited 07-06-2023 8:53 PM
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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.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Router not received
07-06-2023 8:53 PM
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Ok, fair enough. I haven't had much to do with FTTP, but I'm learning. 😀
Re: Router not received
07-06-2023 8:56 PM
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So are Openreach , unfortunately!
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Router not received
07-06-2023 9:05 PM
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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.
I agree with your edit - something doesn't sound correct here. Wonder if Bob Pullen will pick up my tag?
Re: Router not received
08-06-2023 7:37 AM
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Oh, how come?
Re: Router not received
08-06-2023 7:41 AM
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@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
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Router not received
08-06-2023 8:00 AM
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In Pre-contract Information > Description of services > Equipment, it shows:
Plusnet broadband Equipment
Hub Two router
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