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How do I get a free hub upgrade from BT home hub 4

Claire24 — Sat, 25 Nov 2023 12:26:33 GMT

Hi I’ve for a long time had a BT home hub 4. My connection keeps intermittently dropping out on this. Someone I know rang up BT and got sent a new hub. Have tried doing this and don’t get anywhere?? Essential I’ve something reliable as I work from home. My current package says fibre 2 which I changed to in October 2023 so on this package until 2024. Any help gratefully received. Thanks

Re: How do I get a free hub upgrade from BT home hub 4

licquorice — Sat, 25 Nov 2023 12:31:58 GMT

I would be extremely surprised if the problem is the hub and a new hub probably won't help.

Have you reported the fault?

Re: How do I get a free hub upgrade from BT home hub 4

Claire24 — Sat, 25 Nov 2023 12:59:48 GMT

Yes fault report engineer came out nothing weong

Re: How do I get a free hub upgrade from BT home hub 4

imjolly — Sat, 25 Nov 2023 13:04:42 GMT

obviously not moved to digital voice when you moved to fibre 2 otherwise you would have received a SH2

when you say dropping connection are you using ethernet or wifi connection when this happens? does the colour on the hub change when this happens?

Re: How do I get a free hub upgrade from BT home hub 4

Claire24 — Sat, 25 Nov 2023 17:35:38 GMT

Hi. I don’t have digital voice or been offered it yet. I connect via WiFi. When the connection drops the hub light goes from blue to flashing orange then after a minute or so goes back to static blue

Re: How do I get a free hub upgrade from BT home hub 4

licquorice — Sat, 25 Nov 2023 18:17:58 GMT

You have an intermittent line fault which is difficult to locate. Unfortunately, you need a diligent Openreach engineer to locate it and they are as rare as hen's teeth.