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BT Hub Has Not Arrived

angelisavas — Mon, 30 Oct 2023 20:29:16 GMT

My BT connection is supposed to be activated tomorrow but my BT Hub has not arrived. There were no other activities in my Royal Mail Parcel Tracker other than a failed delivery on Friday and no other attempts at redelivery today. I have contacted BT and they said they can't change my activation date and that this is an issue with Royal Mail. They have also confirmed that with my activation date I will lose internet connection if Royal Mail does not deliver. Has anyone else been in this situation and how do we sort this out? I find it ridiculous that BT can't provide any other support and told me that it's out of their hands.

Re: BT Hub Has Not Arrived

licquorice — Mon, 30 Oct 2023 20:47:57 GMT

I have no idea what you expect BT to do. They are not going to send a hub with a courier tonight.

Is your current router locked to your ISP, if not simply use that.

Re: BT Hub Has Not Arrived

angelisavas — Mon, 30 Oct 2023 20:53:17 GMT

No I did not expect a new hub but I did not expect to be told they will activate it regardless of whether I have the hub or not and that I will not have any internet connection. Apparently I can't move the activation date. I am moving internet providers and I have read online that I have to use the hub they provide, is this not true? I am currently using EE. I was told we don't need an engineer to come round, if my EE router is ok then that would be a good alternative. Thank you for taking time to respond.

Re: BT Hub Has Not Arrived

licquorice — Mon, 30 Oct 2023 20:57:41 GMT

You don't have to use the BT hub unless you have Digital Voice.

For broadband any router that is not locked down will work.

You just need to enter the generic PPPoE credentials of username bthomehub@btbroadband.com and password BT

Re: BT Hub Has Not Arrived

angelisavas — Mon, 30 Oct 2023 20:59:12 GMT

Thank you. I will give that a try.

Re: BT Hub Has Not Arrived

pippincp — Mon, 30 Oct 2023 22:11:17 GMT

The EE hub should just work without any changes. If it doesn't then just enter the username and password given by @licquorice