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vicebdon
Aspiring Contributor
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Message 1 of 12

Ownership of BT homehub

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I have broadband problems and have been told that if the engineer finds that there is a fault with the hub I will have to pay the engineer's site visit fee (of over £120). Is this right? That suggests that the hub is mine, or at least my respnsibility but since it was provided by BT in the first place as an essential component of my broadband service I would have expected the hub to belong to BT. I accept that if I had done something like pour a cup of coffee over it, which I have not, BT might reasonably argue that I have not exercised the proper care of it. As it has just been sitting in a clean environment minding its own business for two years, I feel it is still BT's responsibility. What is the legal position please?

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Liam_
Recognised Expert
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Message 2 of 12

Re: Ownership of BT homehub

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You get the Hub when you first take out the contract.  At the end of that contract the Hub is yours, to do with what you will.  So if it's broke then technically it's your kit that broke and not anyone else's responsibility.

That's how I ended up with 3 of the things in their boxes.

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vicebdon
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Message 3 of 12

Re: Ownership of BT homehub

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Thanks. I renewed my original twelve month contract 15 months ago with an 18 month contract but kept the original router. So - I still have three months to go of the current contract - but using a router that was transferred, with the agreement of BT, from a previous contract. From what you say, it suggests that the hub is still in BT's care.

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Liam_
Recognised Expert
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Message 4 of 12

Re: Ownership of BT homehub

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I think you will find that as usual when the original contract expired ownership would pass over to you the account holder as normal.  You don't actually pay a separate monthly rental fee for the Hub.  Most devices like this will come with a 12 month warranty, some have more.  It would be unreasonable to expect the vendor to assume responsibility for a device indefinitely.  In any case third party modem/routers are vastly superior to the very basic Hub.  Best to buy your own.

Did you rule out a noisy phone line?

Dial 17070 option 2  should be silent.  If noisy report a line fault on 151 and don't mention broadband.

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JoeeeeeeR
Aspiring Expert
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Message 5 of 12

Re: Ownership of BT homehub

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Hi,

 

The Hub is your property - BT cover it under a 'warranty' for as long as you're in contract for broadband. If the person on the phone is suggesting that there is a problem with the hub then I'd ask them to run full diagnostics before booking a repair engineer (and to send you a replacement hub under your warranty if they're still suggesting it's potentially faulty).

 

The engineer charge of £129.99 is normally applied if Openreach find a problem within the boundary of your property. Some examples would be if a tree in your garden has fallen on the phone line, your internal wiring is damaged, or you have faulty kit (even if the kit was provided by BT).

 

BT should be able to do troubleshooting steps to rule out a faulty hub, so if they're seriously suggesting there is a problem with it (rather than just giving you a list of examples that could lead to the engineering visit charge) then I'd ask them to replace the hub for you before sending an engineer.

 

Good luck with getting it sorted!

Joe

imjolly
Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: Ownership of BT homehub

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What have you tried to eliminal your setup and/or your internal wiring as causing your problem?

Tried test socket with new filter

Quiet line test as suggested

Can you post stats from your hub


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vicebdon
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Message 7 of 12

Re: Ownership of BT homehub

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Thanks for the implicit offer of technical analysis but I am trying to understand the legal position of the homehub owneship and therefore the liability if the hub is faulty.

But in answer to your question, all tests were done into base master socket in linebox after removing the faceplate (so that internal wiring was disconnected), three different filters were used and line quiet test is perfect. Have not got stats  from HH4 but symptoms are a never-ending cycle of orang light, flashing orange light, occasionally red broadband light flashing, blue light showing (but no broadband connections possible) and then back to orange light again. Occasionally the green light shows and it then goes off into the cycle again.

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licquorice
Distinguished Sage
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Message 8 of 12

Re: Ownership of BT homehub

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If you are still in contract, insist that a replacement hub be sent. If out of contract, the problem is yours to solve, either buy a third party router or re-contract and get hub replaced.

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imjolly
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Message 9 of 12

Re: Ownership of BT homehub

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if a factory reset does not fix it then as long in fixed term contract then BT extend the warranty on your existing hub for the fixed term period and therefore you are entitled to get a replacement hub if existing one is faulty



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MrT2
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Message 10 of 12

Re: Ownership of BT homehub

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I’ve currently in discussions with BT regarding engineers charging and a Home hub fault. In essence if you are still under contract then get BT to either send you a new hub or agree that they will cover the cost of a faulty hub as you are in a contract before they come out. It will be fair easier to resolve at this stage.
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