BT Smart Hub (Home Hub 6) Bug Reporting + Improvements

[Hazy1980]

This is all to familiar, I would be on my 5th HH6 Smart Hub but refuse to plug it in until a reliable firmware update is released. For now I am back to my old HH5, wifi isn't great but at least it's reliable.
Ask them to send you a HH5 for now?

[alexbbailey]

It has just failed again in the last half hour. I find that if I turn it on and hold down the factory reset button until the light turns blue (about 2-3 minutes) it will reconnect but it then takes about half hour before I can reconnect to it using a web browser. I have no idea how long it's going to last this time. Now to restore my settings... again!!!

[Jaimespencer]

Hi we have had smart hub router since joining in November . No problems until the last month . It's now dropping every day nearly every hour . Why can't one of the moderators on here openly state their is a problem . At this rate every broadband customer should agree to withhold pay me t until a resolution is found ! 

[fred2103]

Had a call from Mod Patrick and we discussed my problem with Smart Hub.

To make it short he proposed changing the SNR or some such

thing which would improve connectability and reduce dis-connections.

He assured me that it would only reduce my download speed by about

0.5Mb/s. In reality it has dropped by 50% and dropped upload

speed by 70%. He will be ringing back Sat to see if it is sorted!!.

No it hasn't, still get dis-connected.

I'm afraid to say I will be asking for it to returned to previous

settings and I will replace the Smart Hub with HH5 WHICH

NEVER GAVE ME SIGNIFICANT PROBLEMS.

As to whether a new firmware is coming soon no info was available.

No real explanation from Patrick why a HH5 works OK on my line with no

tweaking of SNR but Smart Hub doesn't. Seems no fix in sight to the

basic problem with the unfit for purpose Smart Hub.

SO MOD PATRICK UNLESS IT IMPROVES TO YOUR ESTIMATE I WANT IT

BACK AS WAS AND WILL USE A HH5. THANKS FOR AT LEAST TRYING.

[MorgaineD]

@Jaimespencer writes:

> Why can't one of the moderators on here openly state their is a problem.

An official response does seem warranted.  A proportion of HH6 users are being abused, for want of a better word, both by the unreliable HH6 hardware (5 or more replacements in some cases!) and also by the destruction of HH6 units that work fine out of the box but are then broken by BT-forced firmware updates.

This is not the expected quality of BT customer support, as I am quite sure that every senior BT manager would agree.

If the moderators are prevented from giving an official response, they should escalate the matter until it reaches somebody with the right level of responsibility to do so.

[fred2103]

And pigs might fly. I did mention to Patrick about escalating
the issue but got no response.

[MorgaineD]

BT is undoubtedly accredited to ISO quality standards. I very much doubt that "no response" fits that description.

[fred2103]

As whatever problem you raise gets recorded as 'Resolved' as soon as you come off the

phone (fixed or not) I doubt they know they have a problem as 100% 'Resolved' issues

looks pretty good as a KPI. (Key Performance Indicator). Although the cost of replacement

Smart Hub's must tell them something.

[fred2103]

Have to thank Mod Patrick for getting back to me and continuing to

work on the dis-connection issue. He for one has been the only BT employee

I have come across that has made a committment and kept his word.

Generally they can't get you off the line quick enough and never call back.

He will be riinging back to report any progress.

Well done!!

[PaddyB]

Hi @fred2103,

Thank you for taking my call today. I've gone back to the Hub team and they'll run a few more checks on your line. I'll get back in touch with you on Friday once I know more.

@MorgaineD I'm sorry you are experiencing issues with your Smart Hub. I'd be more than happy to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB