This topic

Smart Hub

MC44 — Fri, 02 Dec 2022 16:42:26 GMT

I upgraded to fibre 2, received my new smart hub 2 but it doesn’t look like the photo. It looks exactly the same as the smart hub one. Can anyone confirm if they are supposed to look the same? Pics show a screen shot from BT of the Smart Hub 2, and the other hub that arrived today.

Re: Smart Hub

Keith_Beddoe — Fri, 02 Dec 2022 16:45:10 GMT

@MC44

Does it have a green phone socket at the back?

Re: Smart Hub

licquorice — Fri, 02 Dec 2022 16:46:38 GMT

https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub

Re: Smart Hub

gg30340 — Fri, 02 Dec 2022 16:48:29 GMT

The SM2 looks like this.

BT Smart Hub 2 (097683) | BT Shop

Check the label on the hub. It will give what type it is.

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 16:51:23 GMT

No green on back ;(

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 16:52:20 GMT

Yup, that’s the middle one from the image I posted of the screen shot. Mine doesn’t look like that. It looks like the top one which I already had

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 16:53:23 GMT

Label looks the same as my original hub one and says smart hub type A

Re: Smart Hub

licquorice — Fri, 02 Dec 2022 16:56:30 GMT

@MC44 wrote:
Yup, that’s the middle one from the image I posted of the screen shot. Mine doesn’t look like that. It looks like the top one which I already had

You didn't post an image

Re: Smart Hub

gg30340 — Fri, 02 Dec 2022 16:57:46 GMT

Unless you are getting changed to Digital Voice you do not need to have the SM2 and some people would say that the SM is a better option in any event because you can split the wireless 2.4Ghz and 5Ghz on it whereas you cannot do that on the SM2.

Re: Smart Hub

licquorice — Fri, 02 Dec 2022 16:58:14 GMT

@MC44 wrote:
Label looks the same as my original hub one and says smart hub type A

Is there a particular reason you wanted an SH2? Unless you have Digital Voice there is no need for an SH2 plus you can't split the WiFi SSIDs with the SH2 as you can with the SH1

Re: Smart Hub

DanielS — Fri, 02 Dec 2022 17:20:36 GMT

Hi @MC44,

From what you've described, it sounds like someone removed the Smart Hub that you had on your account and added a Smart Hub again by mistake. I am sorry if this has happened.

When you upgraded your contract, were you promised a Smart Hub 2 as part of your new contract?

Thanks
DanielS

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 19:22:30 GMT

Yes it was part of the upgrade. And because I was having issues with my connection anyway. It was the main reason fir uogrqding.

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 19:23:59 GMT

Connection issues and an engineer that cane out suggested the upgraded model of hub 2

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 19:25:53 GMT

Oh no. I did attach a composite image. Can’t understand why it hasn’t uploaded. Sorry

Re: Smart Hub

gg30340 — Fri, 02 Dec 2022 19:34:51 GMT

@MC44 wrote:

Yes it was part of the upgrade. And because I was having issues with my connection anyway. It was the main reason fir uogrqding.

Did anybody try to explain why upgrading would fix a connection problem because I have my doubts that it will. Please keep us posted on that one.

Re: Smart Hub

licquorice — Fri, 02 Dec 2022 20:03:24 GMT

Exactly, total nonsense.

Re: Smart Hub

Anonymous — Fri, 02 Dec 2022 20:07:48 GMT

Have you connected the new Hub? That will tell you whether or not there was a problem with the original.

Note that you can change the SSID(s) & password to match the original to save reconfiguring all of your WiFi devices.

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 20:10:03 GMT

I have another engineer coming next week so will check with him

Re: Smart Hub

DanielS — Fri, 02 Dec 2022 20:11:07 GMT

Thank you @MC44.

I think it's best if we look into any potential connection issues for you and honour anything that we promised. I've sent you a private message that you can reply back to in your own time.

Thanks
DanielS

Re: Smart Hub

MC44 — Fri, 02 Dec 2022 20:12:25 GMT

I tried setting it up this morning and the guy on the chat ported my password over but not the device ID so nothing worked still. I had to work so unplugged the new one and reverted back. Called BT later in the day and asked him to sort the ID and he just booked an engineer fir a week’s time instead. Not sure he knew what he was supposed to do.