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Upgrade to Halo 3

Purpleronnie — Fri, 06 Dec 2024 14:10:32 GMT

Hi,

I upgraded from Fibre 1 to Halo 3 this week. I would have expected to receive a smart hub to, as specified on the website when I made the upgrade order. My order status shows as complete and there is no tracking info for a hub. So I assume one is not being sent out?

Thanks,

PurpleRonnie

Re: Upgrade to Halo 3

Peter_W — Sat, 07 Dec 2024 08:53:56 GMT

Good morning @Purpleronnie, welcome back to the Community.

If you switch to Halo 3+ then this will include the upgrade to the Smart Hub 2 and Smart Hybrid connect, but with Halo 3 you would continue to keep your existing Hub.

It would definitely be worth reaching out to one of our Guides though, and they'll be able to double check all the details of your order.

Peter

Re: Upgrade to Halo 3

licquorice — Sat, 07 Dec 2024 09:17:17 GMT

@Peter_W That is what I understood to be the case, but the graphic posted by @Purpleronnie shows differently and that a SH2 is included with Halo3 as well as Halo3+

Is this yet another case of poor proof reading of web pages before publishing?

Re: Upgrade to Halo 3

Peter_W — Sat, 07 Dec 2024 09:38:58 GMT

Thanks for flagging that @licquorice, on our current help page for Halo it only mentions Halo 3+ as including the SH2 upgrade, but I definitely want to get this double checked in that case.

@Purpleronnie do you have the URL for the page that showed these details?

Peter

Re: Upgrade to Halo 3

Purpleronnie — Sat, 07 Dec 2024 10:45:03 GMT

Thanks the main reason for upgrading was to get a replacement router. A number of my devices will not get an IP address via DHCP and I have to assign static addresses. I should not to be having to do this on the home network. They are not advanced devices, just things like sky boxes and a Dell laptop

Re: Upgrade to Halo 3

Peter_W — Sat, 07 Dec 2024 11:32:36 GMT

@Purpleronnie If you speak with our team they'll be able to double check the order for you, and if needs be get you put in contact with a Guide that can look into the issues with your current hub too.

Could I please grab a link to the page you shared the screenshot of in your initial post, too?

Peter

Re: Upgrade to Halo 3

licquorice — Sat, 07 Dec 2024 11:51:44 GMT

@Purpleronnie a factory reset of your hub will cure the DHCP problem.

It is advisable to not use MAC randomisation on your devices as this results in the hub running out of connections as it poorly designed.

Re: Upgrade to Halo 3

Purpleronnie — Sat, 07 Dec 2024 13:35:50 GMT

Thanks @Peter_W

The screenshot was taken from the page where I recieved my offers, so not a general link I can really share. If you attempt to do an order as a new customer I am sure you could find it from there.

I feel I have been misled, so if a new hub is not to be provided, I will be cancelling my account before the 14 days have expired.

Re: Upgrade to Halo 3

licquorice — Sat, 07 Dec 2024 13:51:32 GMT

If your hub is faulty there is/was no need to upgrade to get it replaced.

Re: Upgrade to Halo 3

Peter_W — Sat, 07 Dec 2024 14:01:22 GMT

I'll definitely feed this back for you @Purpleronnie.

I'd recommend giving the factory reset @licquorice recommended a try on your current hub, but if you still feel the Smart Hub 2 will be the best way forwards, then if you give them a call we'll be able to look through all of your options.

Peter

Re: Upgrade to Halo 3

Purpleronnie — Sat, 07 Dec 2024 15:43:51 GMT

Thank you all. I will try it later

Re: Upgrade to Halo 3

licquorice — Sat, 07 Dec 2024 16:34:50 GMT

Do it via the recessed hole at the rear of the hub rather than via the hub manager page. Press the button for about 20 seconds until the lights flash.

Re: Upgrade to Halo 3

Purpleronnie — Sat, 07 Dec 2024 16:47:25 GMT

Thanks @licquorice will do