This topic

Mistaken demands for router

eg9194 — Fri, 17 May 2024 08:44:42 GMT

I have recently signed up for fibre broadband and ever since, BT have been emailing, demanding the return of my router (which I will need for the fibre) or face a fine! Has any body else had this same problem?

Re: Mistaken demands for router

Keith_Beddoe — Fri, 17 May 2024 08:47:33 GMT

@eg9194

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

Which BT Home Hub do you have?

Have you asked for a phone service as well?

Re: Mistaken demands for router

eg9194 — Fri, 17 May 2024 10:58:04 GMT

Smart hub

Re: Mistaken demands for router

Keith_Beddoe — Fri, 17 May 2024 11:02:42 GMT

Is it the BT Smart Hub 2, as that is the latest one?

https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub

Have you asked for a phone service?

Re: Mistaken demands for router

eg9194 — Sat, 18 May 2024 12:09:28 GMT

Yes it is the new router and we have not asked for a phone service as well.

Re: Mistaken demands for router

Keith_Beddoe — Sat, 18 May 2024 12:47:58 GMT

The standard issue is now the BT Smart Hub 2, so its possible your existing home hub is incompatible.

Your service may be provided as FTTP (full fibre), and will need the new hub.