BT Smart Hub

Vicky123

I took advantage of the upgrade when the new price increase was announced. This has been nothing but trouble, started out OK , set it all up last Monday, gradually it got worse day by day until today when it could barely hold signal for a few minutes. I spoke to various people in the week and yesterday I was told it's common knowledge it could take 10 days to run properly.
Thing is I can't see that common knowledge anywhere in the booklet that came with it or on line on the many pages devoted to sorting everything BB. So today I've given in and reconnected the hub I had before this one. Everything working good now but I signed a new 18 month contract on the basis of having the Smart Hub and would like to cancel it for now, if, for no other reason than they have said there will be no reduction on the bill despite a week of terrible/no service. Will I be able to cancel the 18 month commitment to BT?
The other thing I noticed when re-connecting the original is that I don't connect to the red WAN but to DSL, so am I getting the super duper fibre optic I've been paying for a few years now or not?
TIA

Le_Kirk

Is there a 14 day cooling off period?

EssexExile

Check the small print in the email confirmation of your new contract. This bit may help:

We comply with the Ofcom Broadband Speeds Code of Practice We'll always aim to give you the download speed shown, but if your actual speed is slower you should call us on 0800 111 4567 and we'll do our best to fix it. If we can't improve it and it stays that way, you'll be able to cancel your broadband contract without having to pay early termination charges.

MoneyMate

BT Your Cancellation Rights
You have a right to change your mind and cancel an order for a service, digital content or equipment as the case may be, within the first 14 days, subject to the following paragraphs:
If we supply you with services you will have 14 days to change your mind from the day after the day we accept your order. If you cancel after we start to provide the service, you must pay the service subscription charge for any period that the service was made available to you and for any use of that service not covered by the subscription charge, up to the date that you told us you wanted to cancel. You will also need to pay any connection or activation charges associated with that service – including the full cost of charges that were discounted or advertised as free as a condition of taking the service on the terms that you agreed when we accepted your order. You will not have the right to change your mind once the service has been completed.
If we supply you with digital content you will have 14 days to change your mind from the day after the day we accept your order. You will not have the right to do this if we have made the digital content available to you and/or you have started to download, stream or watch that digital content.
If we supply you with equipment as part of your services contract you will have 14 days to change your mind from the day after the day you place your order. If you cancel after receiving equipment from us you must return the equipment within 14 days of telling us that you have cancelled.
If you cancel a service as set out in paragraph 10 above, your Agreement in respect of any equipment we supply that is needed to use that service will not end until you have returned the equipment to us (which must be sent to us within 14 days of cancelling). If you return the equipment we will refund anything you have already paid for it, but we may reduce that refund by an appropriate amount up to the full value of the refund where the equipment is damaged or we consider that the equipment has been used more than absolutely necessary to verify that it was fit for purpose.
We will treat any failure to return the equipment within 14 days of cancelling as a serious breach and immediately end your Agreement. If we do this and you did not pay for the equipment in full – you will be liable to pay the full price of the equipment. If you subsequently return the equipment to us, we will waive or refund what you have been charged for the equipment.
Unless otherwise agreed by us or as set out in these terms and conditions, you are responsible for the cost of returning any equipment we have supplied for use with a service. We may offer to collect the equipment from you and if you agree, we will charge you our reasonable costs for doing so.
If you cancel a service outside of the cancellation period set out above, you must give us 14 days' notice if you are switching to another provider through an approved switching scheme or 30 days' notice if you are cancelling for any other reason, as further described in paragraph 24. You may be liable to pay an early termination charge as set out at https://www.bt.com/earlytermination.

JJ_Egan

<<I spoke to various people in the week and yesterday I was told it's common knowledge it could take 10 days to run properly.>>
Thats the normal 10 days for the exchange to calibrate your line .You dont say what your upgrade was .
If the hub is faulty they will exchange .

Rather than post here you should be asking on your BT Members community forum .See your account help .

My hub 6 connections .
HUB 6 connections
Master socket to hub 6 DSL port.

Heedtheadvice

You certainly do seem to be having your share of problems!

Several ISPs IMHO fall short on their customer service and from recent experience BTs can be good or awful. Your complaints should have been acted upon but I found it took perseverence on my part to eventually get the support and service performance that ought to have been provided.

It does seem that posting problem details on the BT Community forum, although a secondary route, can get some good results especially if you get a moderator involved as well as the experts.

Try joining and then posting your tail of woe in the following forum https://community.bt.com/t5/BT-Infinity-Speed-Connection/bd-p/BTInfinity
Even if you have no technical competence the members will guide you through and if no progress you can contact the moderators who can take up your case.