This topic

Upgraded to Halo 3, but no Smart Hub 2 sent.

VelocityVinnie — Tue, 05 Mar 2024 23:21:51 GMT

Hi all, first post here

I have recently been getting really bad dropout on my wifi, and the router has been getting very warm!, have to reboot it several times a week, although the light on the hub stays blue.

I have an old Bt home hub 5, and its never been replaced.

I thought due to the age, i was probably due an upgrade as my router is clearly old..

So i signed up to Halo 3, thinking and after reading the promises, that it would come with a new smart hub and something called complete wifi? which is a seperate hub from my understanding.

The new service activated almost instantly, on the 27th Feb, and my order says complete, although i have not recieved a new hub, and believe im not getting the upgrade i thought i was being promised, so what am i actully paying for extra a month? im getting the same speed, and the same lousy wifi drop outs, and my home hub is still very very warm!

Any advise would be welcome, thanks.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Anonymous — Tue, 05 Mar 2024 23:42:58 GMT

If you click on the Discover BT Halo link at the top of this page you’ll see that you only get what you thought you were getting with Halo 3+. But just turn off your router, phone BT & report that it’s dead…

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

c64z86 — Wed, 06 Mar 2024 00:52:10 GMT

And if BT still won't give you one, you can buy one on Ebay second hand for pretty cheap too, as a last resort.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

VelocityVinnie — Wed, 06 Mar 2024 01:12:05 GMT

Yeah but that's the thing when I signed up for Halo 3 it specifically said Smart Hub 2 with keep connected hybrid, and it still shows that's what I should have in my current package.

For an extra 5.98 a month I get Halo 3 with complete WiFi.

See below

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

c64z86 — Wed, 06 Mar 2024 02:24:36 GMT

So, just to clarify, you haven't received anything new in the post at all from BT?

As well as the new Smart Hub itself, you should have also gotten a complete WiFi disc (I think! I don't have Halo myself so I don't know sorry), you didn't get this either?

Edit: Sorry I might be getting confused here, which package are you on now? The one on the left or the right of the picture? What confuses me is you saying "For an extra 5.98 a month I get Halo 3 with complete WiFi." so which package are you on exactly?

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Anonymous — Wed, 06 Mar 2024 07:53:02 GMT

Over a year ago I raised the issue of renewal deals showing an image of the SH2 when BT had no intention of supplying one. It fell on deaf ears.

I also recently raised that the order process for new customers seems to offer Complete WiFi & Hybrid Connect as stand-alone products outside of Halo, with much the same response.

So what you appear to have upgraded to is basic Halo3 with a stand-alone Complete WiFi add-on. So you should receive a WiFi disc & because that won't work with the HH5, you should also have received a SH2.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

VeteranISPUser — Wed, 06 Mar 2024 08:55:57 GMT

Hi @VelocityVinnie Have you checked your Orders, it may have got lost in the post but it should show as dispatched.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

VelocityVinnie — Wed, 06 Mar 2024 10:34:45 GMT

The one on the left is my current package.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

VelocityVinnie — Wed, 06 Mar 2024 10:35:48 GMT

Yep, nothing in my orders, it shows at complete.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Les-Gibson — Wed, 06 Mar 2024 10:44:17 GMT

If Complete Wi-Fi is part of the deal you signed up for then you will need ths Smart Hub 2 as the discs don't work with anything less.

As painful as it can often be, you should ring Customer Service, or check on MyBT and clarify if you are paying for Complete Wi-Fi and if you are then you need them to supply the kit

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

-Richie- — Wed, 06 Mar 2024 19:18:26 GMT

@Les-Gibsonwrote:
If Complete Wi-Fi is part of the deal you signed up for then you will need ths Smart Hub 2 as the discs don't work with anything less.
As painful as it can often be, you should ring Customer Service, or check on MyBT and clarify if you are paying for Complete Wi-Fi and if you are then you need them to supply the kit

Halo 3 does not come with Complete Wi-Fi disc(s), which means a Smart Hub 2 is not required.

A Smart Hub 2 is sent to new customers joining, customers on Halo 3+, customers with Complete Wi-Fi as an addon or customers with Digital Voice.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Les-Gibson — Wed, 06 Mar 2024 19:53:39 GMT

@-Richie-

I'm not so sure about that, I know where you're coming from but like much to do with BT, it seems as clear as mud.

See screenshot from My Offers: Customer (bt.com)

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

orozz — Wed, 06 Mar 2024 20:00:56 GMT

Looking through my order journey summary for my Halo 3 regrade in 2022 it specifically says Smart Hub 2 and that is what I received in the post.

I previously had a Home Hub 5.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Les-Gibson — Wed, 06 Mar 2024 20:06:38 GMT

@orozz

That's right but on the other hand, in line with the post from @-Richie-, I had to return my disc when I dropped Halo3+ in favour of Halo 3 on my last renewal

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

orozz — Wed, 06 Mar 2024 20:51:55 GMT

I will caution Halo, make sure you read the terms and conditions.

“Stay connected to what matters

If you have broadband issues or are moving home, we’ll send you a Mini Hub to keep you online and turn on unlimited data on all of your BT mobiles too.”

I found this not to be true, I had broadband issues that required an Openreach engineer to fix my line.
BT refused to activate unlimited data and send out a mini hub as it wasn’t a “qualifying fault”.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

VelocityVinnie — Wed, 06 Mar 2024 21:50:59 GMT

@-Richie-

Yep, if you click on the Smart Hub 2 tab, it shows it comes with Halo 3.

Which apparently is now known to be incorrect.

I have spoke to BT today, and I made it quite clear that the marketing for the halo products is extremely miss leading, and explained I had screen shots, of what most people think is included the upgrade. The agent agreed, that its been raised many times.

In the end they decided to send me a smart hub, as the reason I was upgrading was due to a faulty home hub 5, which I thought would be solved by upgrading and getting a shiny new one, but ended up paying extra a month, for no reason.

The agent said, wow you had that hub for 14 years 😳 it's now sorted hopefully.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Anonymous — Thu, 07 Mar 2024 18:01:49 GMT

Thought I'd post this for a laugh. Just been on MyBT to check my latest bill & the ever generous BT are also offering me the same "upgrade" to Halo 3 with Complete WiFi. But rather than the £5.98 that @VelocityVinnie has paid, they want me to pay...

Stand & deliver!

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Les-Gibson — Thu, 07 Mar 2024 18:30:55 GMT

Methinks BT are trying to tell you something .... and it's not very polite 🤔

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

Anonymous — Thu, 07 Mar 2024 18:42:51 GMT

That's some £644 over the length of the contract!

That would buy a very decent mesh system (if I didn't already have one), a MiFi device (If I had any mobile signal) & still have a fair wedge of change.

Re: Upgraded to Halo 3, but no Smart Hub 2 sent.

-Richie- — Thu, 07 Mar 2024 18:52:57 GMT

@Les-Gibsonwrote:
@-Richie-
I'm not so sure about that, I know where you're coming from but like much to do with BT, it seems as clear as mud.
See screenshot from My Offers: Customer (bt.com)

Your image shows 'Halo3 with Complete Wi-Fi' & 'Halo 3+' - both of which include Complete Wi-Fi which therefore includes a Smart Hub 2, I was talking solely about 'Halo 3', my reply is accurate.