Switching to Fiber: How and when is the modem supplied?

[#1]

I am scheduled to change from ADSL to Fibre today.

I paid for the Fiber modem as part of the switch package but it has not yet been received.

Should I have received it by now or does the engineer drop it though the door when he visits the box?

[#2]

@houseyork1 You should have it by now - it is sent First Class post from a central store. Hopefully one of the Help Team will pick this up and investigate.

Unfortunately, Royal Mail is still experiencing delivery problems,so some post is taking a while.

[#3]

It should arrive in the post in a box that fits though a standard letterbox.

Have you checked your account to see whether Plusnet have shipped it ?

If you login to the Plusnet Member Centre and then navigate to Account Summary

then select the link for "View order status" on the row associated with "Plusnet Hub"

you can see whether it says "Your hardware has been dispatched" or something else.

[#4]

@houseyork1 

The hubs are sent out a few days before you are due to go live. This is an automated process that can fail. It is also not unknown for Openreach to change a date and for this not to get passed on to the customer. Either could be the cause of your problem.

[#5]

Oh dear I hope you are wrong. I've booked a day off work to cover the outage.

[#6]

Thankyou I'd have never found that page on my own.

The status today (26th Nov 2021) includes:

Hardware dispatch pending

The order is awaiting processing

But I have an email that say...

"This will change over on 26^th November 2021 and your new cost per month will be"

So it looks like their automation of sending our the h/w before the change over date has gone wrong.

[#7]

What modem are you currently using on ADSL ?,

and have you checked whether it is capable of working with fibre ? - as many relatively recent devices can do both.

[#8]

My existing modem might be capable but configuration information was thin on the ground so we thought we'd play safe by paying the small amount for the PlusNet router.

We have a TP-LINK VR900.

[#9]

That modem/router is fibre capable so should automatically switch over from ADSL to VDSL when your line gets upgraded.

If it were me, I would choose to use your existing modem/router, and keep the Plusnet hub as a backup if you were ever to have issues.

[#10]

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@houseyork1 wrote:

My existing modem might be capable but configuration information was thin on the ground

We have a TP-LINK VR900.

---

The configuration handbook is here - https://static.tp-link.com/1910012121_ArcherVR900(EU)(AU)_V3_UG.pdf 

[#11]

For the Plusnet fibre settings, login to the MEMBER CENTRE.

The general fibre connection settings are found here -

How to connect to broadband using your own router 

in the section labelled  -  "What settings should I use for fibre broadband?"

Pay particular attention to the "VLAN ID" settings

Check your specific account login details here -  Connection Details 

[#12 · Accepted solution]

I phoned supported.

They told me we should not take any notice of the date give in the order confirmation as Outreach can overrule that date although there is nothing in the email to tells that the date could change.

He was able to tell us that we we are scheduled for change over next week and should now receive the new router on the day of the change over or the day after. But he also confirmed that our existing router should work - which we were not sure about.