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Router not received

kel1
Hooked
Posts: 8
Thanks: 2
Registered: ‎07-06-2023

Router not received

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.

 

23 REPLIES 23
jab1
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Registered: ‎24-02-2012

Re: Router not received

@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

John
kel1
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Registered: ‎07-06-2023

Re: Router not received

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...

jab1
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Re: Router not received

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?

John
kel1
Hooked
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Registered: ‎07-06-2023

Re: Router not received

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?

 

jab1
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Registered: ‎24-02-2012

Re: Router not received

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?

John
MisterW
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Re: Router not received

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.

jab1
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Re: Router not received

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

John
MisterW
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Re: Router not received

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.

jab1
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Posts: 19,076
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Re: Router not received

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

John
MisterW
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Re: Router not received

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.

jab1
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Re: Router not received


@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?

John
kel1
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Registered: ‎07-06-2023

Re: Router not received

Oh, how come?

IMG_9753.jpeg

MisterW
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Re: Router not received

@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.

kel1
Hooked
Posts: 8
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Registered: ‎07-06-2023

Re: Router not received

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

Plusnet broadband Equipment

Hub Two router