Faulty BT Hub

shaz77_2

Hi All

Is there a BT representative online who can advise regarding the above? The one despatched to me last about 1 month before it gave up.

Sometimes I wonder what I'm paying BT for!!

Browntoa

had an interesting conversation with their support when mine gave up the ghost, he kept insisting that he could not help me unless I let him access my PC , I kept repeating that "seeing the hub is broken you will NOT be able to access it" finally asked for someone else and they stuck a new one in the post for me

ring 0800 111 4567

punksluck

I've had countless problems with BT lately and all due to 2 faulty hubs they sent me. After speaking to someone for over half an hour yesterday, they admited that they were experiencing a high number of the latest hubs being returned with similar problems - his suggestion was that I revert back to my old hub as it would probably be more reliable!!!

Jemma-T

shaz77 wrote: »

Faulty BT Hub

They're all faulty TBH and a really daft idea from a company running out of marketing ideas.

Get a proper ISP with a standard router and you'll be pretty much problem free [technically].

BT_company_representative

Hi shaz77,

If you email me your BT account details, along with a link to this thread. I can arrange to have a replacement Hub sent to you. My email address can be found by clicking on my profile.

Thanks

Paddy

shaz77_2

Thanks guys.

Its interesting to note the lack of a response from the BT representative, at the moment I have reverted back to my old hub, however I note that it has a much slower connection time which is again disappointing from BT.

shaz77_2

Hi BT Representative

I have sent off my details as you requested, however I am now getting the same absurd response as poster one got, please advise.

Sunny_Saver

Exactly two weeks ago my internet connection started to fail. After spending several hours on the phone with three different individuals, it was determined that the hub was at fault and that a new one would be sent to me.

I asked for the hub to be sent to my work address.

Every day I was told the hub would arrive 'tomorrow' even by the Resolutions team.

To cut a long story short, four hubs have been sent to me. Two of those hubs were sent to my old address, not even my existing address. One hub arrived at work yesterday, but it wasn't in my name, but the name of the landlady of the last place.

In the midst of this hub debacle, I was told the line was also at fault. Two engineers have been out.

I started to use the new hub yesterday, but it still doesn't work, so a third engineer will come out tomorrow.

Here are the excuses/some of the silly things I have been told over the last two weeks:

Abdus in Tech Support told me 'Madam, we know you have a problem with your hub. We have tried to help you by sending you a new hub. We just sent two to the wrong address.'

The engineer told me 'It's not the line, it's the hub. The reason why your hub broke is because you switch it off. You should keep it on all the time, then it wouldn't break'.

I told him I'd had the old hub for two years and always switched it on and off and it only just broke. 'Ah,' he said, 'you should have kept it on all the time and it wouldn't have broken'.

Would BT like to pay my electricity bill for having to keep its modem on all the time?

Today I was told that it was laptop, ie the wireless platform, that was faulty. Then I reminded the advisor that throughout the testing where she had taken over my laptop, I had connected the laptop to the hub with a yellow cable, so we weren't working on wireless. Also my husband's laptop also could not connect. 'Ah, in that case, it's the line and an engineer needs to come out'.

BT does not appreciate that some of its customers 'W O R K', so have to take time off to deal with their incompetence.

The saga continues tomorrow when the third engineer will come out.

Watch this space.

macman

Why don't you just buy a standard wireless router (£20 on eBay) and forget about the Hub? Everyone knows BT hubs are rubbish kit.
The engineer may have had a point about leaving it on though. Every time you switch it on again it has to resynch with the exchange and that can mess up your connection speeds. Much better to leave it on as designed-the power consumption of a router is tiny.

BT_company_representative

Hi Sunny Saver

If the third engineer is unable to fix this, email me at the address in my profile.

I can have this investigated and get you a resolution.

Stuart

Sunny_Saver

BT_company_representative wrote: »

Hi Sunny Saver

If the third engineer is unable to fix this, email me at the address in my profile.

I can have this investigated and get you a resolution.

Stuart

Thanks Stuart... You (and I) assumed the third engineer would show up at the appointed time. He didn't.

Despite receiving an automated message saying he'd be here between 8-1 today and confirming this on the phone this morning, he did not show up.

I rung BT and was then told that the order for the engineer didn't go through.