This topic

Hub 2

Sue41 — Sun, 19 Jan 2025 16:08:38 GMT

I have just renewed my contract with BT for another 24 months. I've been with BT for years and in that time have had the hubs updated for free. I've now been put on fibre 1 with digital voice and I've just found out I am being charged for the hub 2. Has anyone else been charged for their hub ?

Re: Hub 2

Keith_Beddoe — Sun, 19 Jan 2025 16:14:57 GMT

I expect that if you asked to keep a phone service, then the Smart Hub 2 would be needed.

If you had decided on a broadband only package, then it would not have been needed.

Normally any charge is just to cover the cost of postage, as the hubs are only loaned, you never own them.

Re: Hub 2

gg30340 — Sun, 19 Jan 2025 16:20:06 GMT

There is no charge for the BT hubs. They are now loaned to you and only become chargeable if you do not return them at the end of your contract. Are you sure that you have been charged for the hub and not just for delivery?

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 16:28:33 GMT

Yes we asked to keep the service we had before but we're told that everyone renewing a contract is being put on this digital voice which I'm not happy about as it goes through the WiFi so if the WiFi goes down we've got no home phone. I've been looking at reviews for the digital voice service and I must say they are rather worrying . I'm not happy that we are being charged for the hub. I've got 14 day cooling off period so we'll see. I haven't set the hub up yet as I told BT we just want the service we had before.😩

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 16:30:29 GMT

Thanks for your reply. I've never paid for a hub or postage before.

Re: Hub 2

gg30340 — Sun, 19 Jan 2025 16:34:57 GMT

How do you know you are being charged for the hub and how much are you being charged?

Re: Hub 2

Keith_Beddoe — Sun, 19 Jan 2025 16:38:11 GMT

@Sue41

You will not be able to get the old phone service from the exchange, as that is no longer available. All phone services are now being carried over broadband. All new or renewing contracts are affected right away. If you had not renewed, then you would have stayed on your old service.

See https://landlinesgo.digital/

If you are subject to a lot of power cuts, then you would need to consider a power backup solution to power the home hub, and any other mains powered phones.

Re: Hub 2

HHGTTG — Sun, 19 Jan 2025 16:46:32 GMT

Can I assume from what you have said then that you have no mobile phone signal in your area as if you do then a simple mobile phone would overcome this problem unless of course the masts nearby went down as well?

Re: Hub 2

WSH — Sun, 19 Jan 2025 20:28:38 GMT

I don't recall being charged for one when I was moved to DV about 18 months ago. I don't recall even being charged postage. (If I had have been I would have challenged it, same as yourself).

On the bright-side, I can confirm DV works just as well as the old land line, (power cuts not withstanding).

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 21:42:39 GMT

Yes that's what I was thinking. Thanks for your reply.

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 21:44:18 GMT

Ok that's good to know, thanks for your reply.

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 21:46:45 GMT

I thought it's the hub as the charge is alot for delivery.

Re: Hub 2

Sue41 — Sun, 19 Jan 2025 21:49:28 GMT

The member of staff said I would need a new hub and the charge would be£ 10.99 that's when I queried it and said I'd never paid for one before.

Re: Hub 2

gg30340 — Sun, 19 Jan 2025 21:52:08 GMT

£10.99 sound like it is a delivery charge. If I were you I would call BT Billing 0330.1234.150 and ask why you are billed for delivery.

Re: Hub 2

imjolly — Sun, 19 Jan 2025 22:49:34 GMT

@Sue41

The DV phones connect to the SH2 using DECT not WIFI so a drop in your WiFi will not effect your DV phone. This has been covered numerous times on the forum

Re: Hub 2

Sue41 — Mon, 20 Jan 2025 10:03:28 GMT

Thank you il ring them again.