How to get either a Hub Two or a Hub One firmware upgrade?

[#1]

I read in this thread https://community.plus.net/t5/My-Router/New-Hub2-can-I-obtain-one/td-p/1847007 that recontracting customers can get a new router (Hub 2) for the cost of P&P. I recently recontracted, but when I called Customer Service they would not send me a new router.

My issue is that I have a Hub One which is not being updated and suffers from the well-known WiFi issues of older firmware (it is running 4.7.5.1.83.8.263 which is known to be bad). The reason it is not being updated is that it is not the router registered to my account. At some point Plusnet had to create me a new account (my previous account was too old to add a new package to) and this triggered sending out a new router. The _new_ router is now dead (my fault, water damage) so I reconfigured the old router for the new account, which is fine, but it suffers from the WiFi issue.

Either a firmware upgrade, or a new router, would sort me out. How best to proceed?

[#2]

@HML  Welcome to the Community forums.

The first question has to be: are you on ADSL or Fibre/Fibre Extra? Unless there have been changes (quite possible), ADSL customers get a Hub 1, FTTC/FTTP customers a Hub 2.

A new Hub 1 or a firmware update will not improve the wireless performance of a Hub 1.

If you are on ADSL and want Hub 2 wireless performance an alternative solution is to buy a BT Smarthub ot Smarthub 2 from an auction site, they go for very little money. You will find instructions on how to configure this to work on your Plusnet service pinned to the top of this Router board.

[#3]

Thanks for the quick reply. I am on Fibre Extra. 

I was hoping a firmware upgrade would stop me having to reset the router every couple of days to get the WiFi working again (broadband remains connected throughout), but it seems maybe not.

If I can get a Hub 2, then fine, otherwise I will just buy a third party router.

[#4 · Accepted solution]

@HML - I'll drop you a private message. If you can reply with your current Hub One serial number then I'll get it registered to your account. It will require a factory reset at your side though once I've done the necessary.

[#5]

@bobpullen - great, thanks