This topic

BT Halo

Johnmlowe — Mon, 15 Nov 2021 20:16:08 GMT

Hello.

Why would BT be sending me a Halo hub, apologizing for my lack of service, when all my recent correspondence with them has been about upgrading from FTTC to their Fibre 100 FTTP, which is booked for November 25th. I certainly did not knowingly sign up for Halo when ordering Fibre 100 and I still have active broadband with no loss of service.

I appreciate this is probably an error and not easily answerable but maybe someone may have some insight into the workings of BT. Not disgruntled, just curious!

Many thanks,

John

Re: BT Halo

VeteranISPUser — Mon, 15 Nov 2021 20:25:25 GMT

Hi @Johnmlowe

There is no such thing as a Halo Hub, do you mean they sent you a Smart Hub 2? Normally you only get the latest SH2 with a Halo 3+ subscription or with Complete WiFi.

https://www.bt.com/exp/halo

Re: BT Halo

licquorice — Mon, 15 Nov 2021 20:34:33 GMT

You also need a SH2 for Digital Voice which you will probably be getting with FTTP

Re: BT Halo

Keith_Beddoe — Mon, 15 Nov 2021 20:57:14 GMT

@Johnmlowe

As @licquorice has said, you will be losing your copper phone line connection, and will be moved over to BT Digital Voice. That need the Smart Hub 2, as it has a phone socket on it.

Re: BT Halo

Johnmlowe — Mon, 15 Nov 2021 22:53:23 GMT

This is a copy of part of the email I have received.

Ok, it's a Mini Hub?? What's that?

(Hope the copy an paste works ok.)

"John,

We're sorry you're without broadband at the moment. But as part of our promise to keep you connected, we'll help you stay online in the meantime.

We've posted you a Mini Hub with unlimited data, which will be with you soon."

Re: BT Halo

Johnmlowe — Mon, 15 Nov 2021 22:55:36 GMT

Hi, I already have a Smart Hub 2 and Digital Voice.

Many thanks,

John

Re: BT Halo

Johnmlowe — Mon, 15 Nov 2021 22:58:41 GMT

I'm being sent a Mini Hub!!
I already have a Smart Hub 2 and Digital Voice!
Confused.
Cheers, John

Re: BT Halo

NeilO — Tue, 16 Nov 2021 09:09:20 GMT

Hi @Johnmlowe I'm sorry for any confusion caused, it sounds like the new fibre plan that has been ordered includes the Halo 3 benefits. With this, there is a keep you connected promise where a mini Hub is provided if there is any break or possible break in your service.

Have you checked over your order confirmation emails as that will let you know if Halo 3 is included in the upgrade order?

Thanks

Neil

Re: BT Halo

Johnmlowe — Tue, 16 Nov 2021 10:58:24 GMT

Hello Neil,

I asked for, but did not receive, a confirmation email listing my order. I have received an email advising me that an engineer will be calling on 25 th November to install the FTTP.

I am now concerned that things have gone awry. Are you in a position to check what is happening?

Most grateful,

John

Re: BT Halo

NeilO — Tue, 16 Nov 2021 12:34:43 GMT

@Johnmlowe The moderation team can check the order for you, I'll send you a private message so you can send over your details.

Thanks
Neil

Re: BT Halo

Johnmlowe — Tue, 16 Nov 2021 17:39:40 GMT

Yes, that would be very helpful.

Many thanks

John

Re: BT Halo

NeilO — Wed, 17 Nov 2021 16:34:33 GMT

@Johnmlowe Thanks for speaking with me today, I was happy to clear up any confusion around your recent order.

Thanks

Neil

Re: BT Halo

Johnmlowe — Wed, 17 Nov 2021 16:39:17 GMT

Neil, thank you for clearing this matter up so efficiently. I do appreciate it your help.

John