Broadband upgrade but no new hub delivered?

[aoifethecat]

Upgraded broadband on 10th July, tracked order and is now showing as complete, but where is the new smart hub that comes with every package?

Help.

[Keith_Beddoe]

---

@aoifethecat wrote:

Upgraded broadband on 10th July, tracked order and is now showing as complete, but where is the new smart hub that comes with every package?

Help.

---

Its not sent when you upgrade, you have to request one, and pay the postage.

[Rich_G]

I’ve been waiting since the end of May for mine, so seems it’s a systematic issue.

[imjolly]

as @Keith_Beddoe  posted there is no automatic new hub when you upgrade unless your existing hub cannot handle your new connection. so if you had a hh5 or HH6 then that is ok on fibre so no upgrade to SH2  however if you added Halo 2 to your package then you automatically get a SH2

[aoifethecat]

Why does it state on all the options of upgrade packages that there is a new hub? 

The hub I have now is several years old. 

[imjolly]

as long as your hub is working ok then no need to change.  the old days of  new hub everytime you agreed a new/upgraded contract are long gone.  If you want a new hub when getting a new contract then you need to negotiate that as part of your deal

If you are in contract then should your hub become faulty then you can phone 150 and request a replacement

[gg30340]

If you were to ask for a new hub you should be aware that they are now only loaned to you and if you don't return it if you leave BT you will be charged for it.

If your "old" hub is working ok why change it. A new hub won't work any better.

[gg30340]

See the small print in the Broadband Package webpage

https://www.bt.com/broadband/deals/

Fibre Essential

Prices and terms subject to change during the contract term.

For new Fibre Essential Unlimited customers that sign up for 24 months. Price from month 25 currently £34.99 a month. Includes a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs. BT Cloud: You need to activate the service yourself. This service will be stopped and your back-up files deleted if you don’t use it for 90 days. Subject to availability, minimum line speed and computer specification. Terms apply.

Fibre 1

Prices and terms subject to change during the contract term.

For new Fibre 1 customers that sign up for 24 months. Price from month 25 currently £34.99 a month. Includes BT Virus Protect, 200GB Cloud and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs. BT Cloud: You need to activate the service yourself. This service will be stopped and your back-up files deleted if you don’t use it for 90 days. Subject to availability, minimum line speed and computer specification.

Fibre 2

Prices and terms subject to change during the contract term.

For new Fibre 2 Unlimited customers that sign up for 24 months. Price from month 25 currently £39.99 a month. Includes Unlimited Weekend Calls, BT Virus Protect, 1000GB Cloud and a BT Home Hub (unless BT has already provided you with one). If you leave in the first year, we'll charge you up to £65 towards the cost of your new Hub. Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs. BT Cloud: You need to activate the service yourself. This service will be stopped and your back-up files deleted if you don’t use it for 90 days. Subject to availability, minimum line speed and computer specification.