This topic

Opt Out of BT Wi-Fi

NicNac — Wed, 17 May 2023 12:56:38 GMT

BT Wi-Fi is turned on on the Smart Hub 2 I have just been sent despite having previously opted out of BT Wi-Fi and it being turned off on the Smart Hub 1 it replaced. Unfortunately, I have to accept the new Smart Hub 2 as BT is changing me over to digital voice.

I have contacted by phone the BT Wi-Fi technical support but they are absolutely clueless. There seems to be no way to do it online through My BT -> Your Products-> BT Wi-Fi (https://my.bt.com/s/apps/appsmybt/#/packages) where I am presented with the option to learn more. I try that to no avail and it just bombs out with

"Sorry something's gone wrong

There's been a problem while processing your request.
We have registered this problem and will be looking into it shortly."

Can someone help? I want the BT Wi-Fi turned off on my Smart Hub 2.

Re: Opt Out of BT Wi-Fi

Les-Gibson — Wed, 17 May 2023 13:07:57 GMT

It's a well known problem which the mods on this site have raised time and again. Sorry but there's ****** all you can do about it, maybe one day BT will sort it out but don't hold your breath whilst waiting

Re: Opt Out of BT Wi-Fi

gg30340 — Wed, 17 May 2023 18:02:25 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Opt Out of BT Wi-Fi

RobbieMac — Wed, 17 May 2023 18:42:10 GMT

Hi @NicNac

Welcome to the BT Community and thank you for your post!

I am sorry for the problems you're having opting out of BT Wi-fi being broadcast from your Hub. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Opt Out of BT Wi-Fi

dqj999 — Sat, 22 Jul 2023 13:11:42 GMT

The T's and C's explicitly allow you to opt out of using BT WI-FI and sharing your router:

Things you need to know (BT Broadband customers only)
        8. If you ordered BT Broadband after March 2009 or re-contracted to a BT Broadband service after December 2009 you will have been automatically opted into the free BT Wi-Fi service.
        9. If you ordered BT Broadband before these dates you can still get the free service if you opt in via bt.com/btwifi.
        10. You may opt out of the free BT Wi-Fi service at any time, but if you do this you will lose your unlimited free wi-fi access.
        11. Opting out of the free BT Wi-Fi service means that other BT Wi-Fi users will no longer be able to share the spare bandwidth of your wireless hub.

So despite some advisors say that you can't opt out via My BT you can. Here's how you do it.

First of all Login to you account using https://my.bt.com/ then select "Your products" and scroll down to a section titled "Included in your product" and there should be an item "BT Wi-FI". You really have to scroll down; it is not visible in the top part of the screen. This is a screen grab showing where it is - I've made the text miniscule to be able to get it all in.

Click on "Learn More". You should now get the page displayed that has the option to turn off BT WiFi or if you have opted out already then it gives you the option to turn it on again.

I've been there and turned it off - what is not clear now is how long this action takes to have any effect. I was expecting to see the BTWiFI SSID disappear from my router but so far this hasn't happened despite my having rebooted the router. I was also able to start negotiating for a new user to start using the service which definitely should not be allowed.

Could we have some informed comment on this please?

Derek

Re: Opt Out of BT Wi-Fi

imjolly — Sat, 22 Jul 2023 13:39:39 GMT

@dqj999

there are numerous posts about problems opting out of BTWIFI https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/Can-not-opt-out-of-BT-Wifi/m-p/2292179

the BTWIFI opt out link is broken and does not work. BT are aware but fix seems very low priority

Re: Opt Out of BT Wi-Fi

Les-Gibson — Sat, 22 Jul 2023 13:45:20 GMT

@imjolly

The link did work when I opted out but it seems to be one-way only, meaning that I was unable to opt back in but it just so happened that a couple of hub software updates later the problem seemed to resolve itself with no input from me. Classic X files stuff 👽

Re: Opt Out of BT Wi-Fi

dqj999 — Sat, 22 Jul 2023 14:45:45 GMT

Thanks for the update. I'll raise a complaint against BT for not complying with it's terms and conditions. It's pretty clear that they are in breach of them in this instance.

Re: Opt Out of BT Wi-Fi

NicNac — Sat, 22 Jul 2023 15:04:20 GMT

Good luck with raising a complaint. In my experience BT just raise the complaint on your account and then after a few days of ignoring it they just clear it.

Re: Opt Out of BT Wi-Fi

imjolly — Sat, 22 Jul 2023 15:05:40 GMT

@dqj999

I have asked forum mods to help you opt out no need to make complaint as problem is well known mods will post here

Re: Opt Out of BT Wi-Fi

dqj999 — Sat, 22 Jul 2023 15:10:30 GMT

So why does it take the threat of a complaint about BT not meeting it's Terms and Conditions to get some action out of the company?

I await some help - thanks!

Derek

Re: Opt Out of BT Wi-Fi

licquorice — Sat, 22 Jul 2023 15:14:21 GMT

How long has it been since you opted out? It is not just a question of turning off your signal, your access to hotspots also needs to be removed.

Re: Opt Out of BT Wi-Fi

dqj999 — Sat, 22 Jul 2023 15:15:30 GMT

I didn't get the error message and I followed through on the opt out. Currently I can't see any different behaviour from my router - I guess it needs its online profile changed and then it needs re-booting to download the changes.

Re: Opt Out of BT Wi-Fi

licquorice — Sat, 22 Jul 2023 15:16:54 GMT

It shouldn't do, but it can take up to 28 days to opt out.

Re: Opt Out of BT Wi-Fi

NicNac — Sat, 22 Jul 2023 15:17:24 GMT

I eventually managed to get it all sorted by phoning BT Wi-Fi support on 0800 022 3322. After many attempts, I eventually got through to someone (Charlene) who understood the problem and who in turn contacted Phil who could see from the BT internal systems that I was in fact Opted-In despite my own account page showing that I was Opted Out. Phil then duly instructed their internal system to set me as being "Opted-Out" and about 8 hours later the message worked its way through to my Smart Hub and, lo, the BT Wi-Fi hot spot on my hub was turned off and has remained so ever since

Re: Opt Out of BT Wi-Fi

imjolly — Sat, 22 Jul 2023 15:23:15 GMT

@dqj999 wrote:

So why does it take the threat of a complaint about BT not meeting it's Terms and Conditions to get some action out of the company?

I await some help - thanks!

Derek

I only suggested getting mod help to get you opted out as faster than making a complaint. You can make a complaint if you want it does not bother me

Re: Opt Out of BT Wi-Fi

NeilO — Sat, 22 Jul 2023 15:53:16 GMT

Hi @dqj999 welcome to the community and thanks for posting, when did you follow the BT Wifi opt-out process in MyBT?

Thanks

Neil

Re: Opt Out of BT Wi-Fi

dqj999 — Tue, 25 Jul 2023 12:40:30 GMT

I followed the opt out process on Sat 22 July 2023. It has now ceased advertising BT WI-FI, somewhere around 22:30 on the same day as far as I can tell.

Derek