This topic

Contract Renewal

siteguru — Wed, 04 Jan 2023 20:05:56 GMT

I've just renewed my Fibre 1 contract with BT (even though I could have got it £2 per month cheaper with PlusNet) via phone. One of the contractual obligations is for BT to supply me (at no cost) with a Smart Hub 2 router (because I'm still using my original Home Hub 4 plus separate fibre modem). The contract renewal email makes no reference whatsoever to the router.

Can a mod pick this up and confirm that the router is being supplied please? (If it isn't then the renewal is void for breach of contract and I'll be off to PlusNet).

I have the VOL reference if required.

Thanks in advance.

Re: Contract Renewal

imjolly — Wed, 04 Jan 2023 20:25:16 GMT

With renewing your contract was there any mention of moving to digital voice? If not then there is no reason for BT to supply a new SH2 as your existing setup is ok for your package.

If no mention of new hub in contract renewal email suggests there is no new hub.

You actually might be better sticking with what you have as you cannot split WiFi networks with SH2

Re: Contract Renewal

siteguru — Wed, 04 Jan 2023 20:35:06 GMT

Thanks for your reply.
There was no mention of digital voice ... the specific agreement was:

£25.99 per month for FTTC Fibre 1 (retaining the landline, no call package)
24 month contract (effective from 01-Feb-23)
Supply of Smart Hub 2 (as I'm still using the original Home Hub 4 that was supplied when I moved to BT when BE were bought by Sky, almost 10 years ago)

What do you mean about not being able to "split WiFi networks"? (I have my current 2.4G network with SSIDName, and my 5G network with the same SSID but prefixed with BT5G-, so BT5G-SSIDName

Re: Contract Renewal

siteguru — Wed, 04 Jan 2023 20:39:05 GMT

Sort of off-topic ... why does the link below relate to my thread here? I though I had already created this thread in Bills & Packages?

https://community.bt.com/t5/Bills-Packages/Contract-Renewal/td-p/2271265

Re: Contract Renewal

Anonymous — Wed, 04 Jan 2023 21:02:50 GMT

@siteguruwrote:
What do you mean about not being able to "split WiFi networks"? (I have my current 2.4G network with SSIDName, and my 5G network with the same SSID but prefixed with BT5G-, so BT5G-SSIDName

With SH2 you will have both WiFi bands under a single SSID. Same with Plusnet as they also use the SH2, albeit with a different name.

Re: Contract Renewal

gg30340 — Wed, 04 Jan 2023 21:11:21 GMT

@siteguru wrote:

Sort of off-topic ... why does the link below relate to my thread here? I though I had already created this thread in Bills & Packages?

https://community.bt.com/t5/Bills-Packages/Contract-Renewal/td-p/2271265

It appeared that you had posted on the wrong board and I moved it to the correct board. The link is so that you could find it on the correct board. It may have been that I was mistaken about what board it was initially on.

Re: Contract Renewal

siteguru — Wed, 04 Jan 2023 21:14:42 GMT

Thanks for the info.

If we can now leave this thread for a mod to pick-up re. the original question please. 🙂

Re: Contract Renewal

licquorice — Wed, 04 Jan 2023 21:49:42 GMT

@siteguru wrote:

What do you mean about not being able to "split WiFi networks"? (I have my current 2.4G network with SSIDName, and my 5G network with the same SSID but prefixed with BT5G-, so BT5G-SSIDName

You can't do that with the Smart Hub2.

Re: Contract Renewal

COMPANY-PENSIONER — Thu, 05 Jan 2023 17:59:29 GMT

@siteguruwrote:
I've just renewed my Fibre 1 contract with BT (even though I could have got it £2 per month cheaper with PlusNet) via phone. One of the contractual obligations is for BT to supply me (at no cost) with a Smart Hub 2 router (because I'm still using my original Home Hub 4 plus separate fibre modem). The contract renewal email makes no reference whatsoever to the router.Can a mod pick this up and confirm that the router is being supplied please? (If it isn't then the renewal is void for breach of contract and I'll be off to PlusNet).I have the VOL reference if required.
Thanks in advance.

I renewed my F2 today, through a BT Agent. I was wary of the online renewal, and as it turned out, using a BT Agent was the correct thing to do.
My online 'Exclusive Renewal Offer' had a Smart Hub 2 Icon, right in the middle; which, when accessed, indicated SM2.
I asked the BT Agent whether or not, a new hub was part of the renewal. He didn't know; but was willing to bump me off to the Tech Team. All of the software tests show, all good. Software testing does not include 'a bloke with a tester; testing from the mechanical interfaces on the router, in the premises. No, I'm not willing to incur TRC, to find out. Yet, I've never seen more than 11Mbs Upload. I've heard all the reasons: it's what you have connected that's inhibiting the upload speed. Your hardware & software are causing the problem. I live on top of the BB Street furniture. Of the F2-80Mbs, I get 75Mbs; of the 16-18Mbs, I get 11Mbs. I've probably got, one of the faulty 3A/3B routers, that didn't grow out to 20Mbs, stuck at 10Mbs. I given up. I've settled for impasse. Life's too short !

Re: Contract Renewal

siteguru — Fri, 06 Jan 2023 14:25:00 GMT

Bump - for a mod to pick up and confirm please re. supply of the SH2 as agreed during the contract renewal phone call. (The confirmation emails make no mention of this).

If BT breaches the agreed terms of the renewal then the contract is void and I'll be off to PlusNet where I'll save £24 a year, and have a shorter contract term.

Re: Contract Renewal

JohnC2 — Fri, 06 Jan 2023 14:43:01 GMT

Hi @siteguru, sorry that you were told you would get a new hub but this wasn't on the order.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this.

Cheers

John

Re: Contract Renewal

siteguru — Fri, 06 Jan 2023 15:13:34 GMT

Thanks John ... PM reply sent.

It is disappointing that the SH2 wasn't mentioned in the order, as this was clarified on multiple occasions during the call - there is no excuse whatsoever for this being overlooked. (Please check the call recording which will prove my point and will confirm that the operative agreed to sending a SH2 at no cost).

Re: Contract Renewal

siteguru — Sat, 07 Jan 2023 15:49:14 GMT

Just received an SMS that a SH2 order is progressing through the warehouse.

Thanks John.

Re: Contract Renewal

siteguru — Wed, 11 Jan 2023 19:40:07 GMT

SH2 arrived today and now all setup - thanks.

However I've also received an Equipment Return bag ... WHAT equipment is expected to be returned please? The fibre modem and Home Hub 4 are mine (after all these years) - there's no contractual requirement to return them, as that wasn't a contract term when I first got Fibre 1 broadband with BT.

Thanks for any clarification.

Re: Contract Renewal

imjolly — Wed, 11 Jan 2023 19:46:36 GMT

It is standard for BT to send a returns bag for your to return old equipment but in your case as you have had items for years then it is basically in case you intended to bin the equipment. This way you could if you wanted send to BT for recycling

Re: Contract Renewal

gg30340 — Wed, 11 Jan 2023 19:48:36 GMT

BT have a legal obligation to offer its customers the ability to recycle equipment. This is sent out to all customers if they have had new equipment issued to them as a replacement for older equipment.

If you have a read through the following link and if it does not apply to you it is entirely up to you if you want to send anything back to BT.

If it does apply to you, you will need to send the equipment back or you could be billed for it.

How to return and recycle your BT equipment for free | BT Help

Re: Contract Renewal

siteguru — Wed, 11 Jan 2023 20:01:23 GMT

Thanks - my account only shows that I should return my BT TV box ... but I had that confirmed a long time ago that I didn't need to. (I cancelled BT TV 2 years ago at my previous contract renewal). 🙂

Re: Contract Renewal

DavidM — Wed, 11 Jan 2023 20:08:28 GMT

Hi @siteguru ,

Thanks for sending over your details previously. I've made sure you won't receive any further reminders about the TV box.

Cheers

David

Re: Contract Renewal

siteguru — Wed, 11 Jan 2023 20:14:11 GMT

Thanks David - I've just received a text (to the correct mobile number 😉 ) saying that "BT have received my equipment". 😉