Upgrading to full fibre on 31st - no hub received

[#1]

Hi,

I'm upgrading to Full Fibre on Tuesday 31st Jan, the date was pushed forward last week but I still haven't received the new hub, and I've had no notifications that one has been sent. Can my account be checked to see if it's on the way? What happens if the hub doesn't turn up in time for the engineer visit?

Thanks.

[#2]

@qwerty1234 Which Hub do you have at the moment? - both the Hub1 and Hub2 can handle Full Fibre, although the ub1 may not make full use of the connection speed available if you have gone for one of the higher speed packages.

Have you checked your 'Questions' - both open and closed - to see if you have been sent a tracking number?

[#3]

Hi John,

I have the Hub1 at the moment. I'm upgrading to Full Fibre 145. Good to know we wouldn't be internetless if we didn't get the Hub2 in time. Thanks.

I've checked my questions open and closed and there's nothing about a tracking number.

[#4]

@qwerty1234 If they say the Hub2 has been dispatched - how were you made aware? - there should be a notification in your account.

You probably won't get ma response on the Hub1, but it will be OK until you get the new one.

[#5]

I haven't been told it's been dispatched even, just that it would arrive before the activation date.

[#6]

OK - I would give them a call and check - you should have it by now.

[#7 · Accepted solution]

Sorry for the delay in the router being dispatched, you can still use the hub one @qwerty1234 and I can assure you that it has been ordered today, which will be with you in the next 3 to 5 working days. 

Please get back in touch if you need any further help. 

[#8]

that no-one has told you @qwerty1234 is that to use the Hub 1 you will need to remove the dsl cable and connect an Ethernet cable between the ONT and the Hub 1 red WAN socket. Hopefully you have a spare Ethernet cable arounf that you can use. Note that if it's old and rated at CAT 5 or lower you will be limited to 100Mbps. The Hub 2 comes with a 1GHz capable lead.