This topic

Lost Router

Thomas11 — Fri, 20 Jan 2023 12:54:25 GMT

I have no router, I don't know what's happened to it and my phone is broken so I can't call BT.

How will I go about getting a new box?

Re: Lost Router

licquorice — Fri, 20 Jan 2023 12:57:20 GMT

Buy one from eBay

Re: Lost Router

gg30340 — Fri, 20 Jan 2023 12:57:40 GMT

If you have "lost" it you will need to buy a new one. They are often sold on ebay or you can get one from the BT Shop

BT Shop | Laptops, TVs, Tablets, Whole Home Wi-Fi & Phones

Re: Lost Router

Keith_Beddoe — Fri, 20 Jan 2023 12:58:04 GMT

@Thomas11

Welcome to this user forum for BT Retail phone and broadband customers.

Are you a current BT Retail customer? If so, what broadband package do you have and which BT Home hub have you lost?

How is it possible that you have lost the home hub if it was connected to your phone line?

Re: Lost Router

imjolly — Fri, 20 Jan 2023 13:07:03 GMT

if your landline phone is broken then use your mobile and call 03301234150 assuming you are currently a BT Broadband customer

Re: Lost Router

Thomas11 — Fri, 20 Jan 2023 13:14:55 GMT

It's the smart hub 2 and I have the full fibre 900 package, I have no phoneline.

I haven't received the hub.

Re: Lost Router

licquorice — Fri, 20 Jan 2023 13:18:21 GMT

Let's start again.

Have you 'lost' a router or have you started a new contract and haven't received the home hub sent by BT?

You stated your phone was broken originally

Re: Lost Router

Anonymous — Fri, 20 Jan 2023 13:19:24 GMT

As none of us here are clairvoyant, why don't you give the whole story rather snippets?

Re: Lost Router

Thomas11 — Fri, 20 Jan 2023 13:23:34 GMT

I haven't received it.

Re: Lost Router

licquorice — Fri, 20 Jan 2023 13:25:46 GMT

Then call the number @imjolly posted in message 5

Re: Lost Router

DanielS — Fri, 20 Jan 2023 14:22:54 GMT

Hi @Thomas11,

I am sorry to see that your Smart Hub 2 hasn't been received. I am also sorry to see that you can't call us to find out what's happening or to get a new one posted out to you yet. I'm going to send you a private message so we can get this picked up for you over the next couple of days.

Thank you
DanielS

Re: Lost Router

pippincp — Fri, 20 Jan 2023 19:43:54 GMT

As @licquorice said you ned to chase this up viaa the nmber @imjolly gave you. Hubs are no lonher "owned" by customers at end of contract so chase it up , get a replacement and if you ever cancel your contract send it back.

Re: Lost Router

DavidM — Sat, 21 Jan 2023 08:58:20 GMT

Hi @Thomas11 and thanks for posting.

The quickest way to resolve this would be to contact the number posted by @imjolly . If that doesn't wok out drop @DanielS a reply and we'll chase this up for you.

Cheers

David