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CuReLeSsVeNoM
Aspiring Expert
1,278 Views
Message 1 of 11

Smart Hub - absolute shambles - need BT assistance

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Hi everyone,

As with a lot of people who are having a nightmare with the smart hub I have thrown in the towel.

Sick of the constant crashing and locking up on WiFi and not to mention the reduction of sync speed. I have reverted to my Openreach modem and home hub 5 setup.

Since reverting I can see that my Snr margin is at 13 which is probably due to the constant crashing of the smart hub. I would like to do direct with a BT representative/moderator about either arranging a return and refund or an exchange to the smart hub with wan port.

Many thanks,

Todd
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10 REPLIES 10
Pumps100
Contributor
1,224 Views
Message 2 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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For getting your money back go to 'Billing and Packages' and search for 'SmartHub/HH6 Refunds'. It is marked as an accepted solution. I got a full refund.

 

Regards

 

Ian

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Burmey
Aspiring Expert
1,177 Views
Message 3 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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I sent mine back lasty week - no refund as yet.  I followed your advice but still got past from pillar to post and in the end I'm not sure I'll ever see my £50 plus and I have no idea with whom this should be chased as everyone I speak to claims they aren't the right people!

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CuReLeSsVeNoM
Aspiring Expert
1,169 Views
Message 4 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Thanks for your replies. I would like a BT mod to contact me so I can raise a case and resolve this with one dedicated team.
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DavidM
Moderator
Moderator
1,164 Views
Message 5 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hi @CuReLeSsVeNoM and thanks for posting.

 

I'm sorry you're having problems with the smart hub. I can appreciate how annoying that must be for you. I'm sure I can help. Please drop me over an email with your details. You'll get the contact the moderators link in my profile. We're busier than usual so it's taking longer than expected to reply but once you submit the details we'll get to you in turn.

 

Cheers

 

David

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CuReLeSsVeNoM
Aspiring Expert
1,126 Views
Message 6 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hello @DavidM,

Thank you for getting in touch with me. I have completed the form and await a response.

I just hope I can put this nightmare behind me now.

Todd
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CuReLeSsVeNoM
Aspiring Expert
1,027 Views
Message 7 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hello @DavidM,

I have tried contacting you by email but keep getting an automated response. My replacement smart hub has recently started to do the same as my old one. Locking up WiFi forcing a reset of the hub. Can you reopen my case? I would now prefer to return and refund.

Kind regards,

Todd
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DavidM
Moderator
Moderator
1,014 Views
Message 8 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hi @CuReLeSsVeNoM,

 

Thanks for posting. I'm sorry the new hub hasn't worked out. We can of course open this for you again. Can you resend the details via the link in my profile and we'll take it from there.

 

Cheers

 

David

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CuReLeSsVeNoM
Aspiring Expert
972 Views
Message 9 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hi @DavidM,

Thanks, I have raised the issue.

Thanks,

Todd
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DavidM
Moderator
Moderator
865 Views
Message 10 of 11

Re: Smart Hub - absolute shambles - need BT assistance

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Hi @CuReLeSsVeNoM,

 

Thanks for taking my call today. I'm glad I was able to sort this out for you. Post back if you have any other problems and we'll be happy to help.

 

Cheers

 

David

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