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GDL
Aspiring Contributor
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Message 1 of 17

Home Hub 2 Wireless 'Powering up' and poor service.

I've got a Infinity 2 with a Home Hub and have one of many annoying problems that I can't find a work around.

 

This is my second Modem, and my first Home Hub. (Why BT Can't come up with one device like every other manufacture I'll never understand)

 

Bascially, the wireless on the Homehub will power up.. and power up, and power up, and power up... but the internet never drops which to BT means, there isn't an issue.

 

12:41:58, 23 Nov. ( 1952.930000) Rescan, Reason: 'Power-up'
12:41:27, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:41:23, 23 Nov. ( 1918.090000) Rescan, Reason: 'Power-up'
12:41:11, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:40:51, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:40:48, 23 Nov. ( 1882.560000) Rescan, Reason: 'Power-up'
12:40:21, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:40:13, 23 Nov. ( 1847.310000) Rescan, Reason: 'Power-up'
12:39:46, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:39:37, 23 Nov. ( 1811.750000) Rescan, Reason: 'Power-up'
12:39:20, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client disassociated
12:39:14, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:39:05, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:39:02, 23 Nov. ( 1776.970000) Rescan, Reason: 'Power-up'
12:38:30, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:38:27, 23 Nov. ( 1741.410000) Rescan, Reason: 'Power-up'
12:38:03, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:37:55, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:37:52, 23 Nov. ( 1706.480000) Rescan, Reason: 'Power-up'
12:37:39, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:37:26, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:37:13, 23 Nov. ( 1667.950000) Rescan, Reason: 'Power-up'
12:36:50, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:36:42, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:36:38, 23 Nov. ( 1632.420000) Rescan, Reason: 'Power-up'
12:36:32, 23 Nov. ( 1626.650000) WPS activated
12:36:16, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:36:12, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:36:03, 23 Nov. ( 1597.580000) Rescan, Reason: 'Power-up'
12:35:42, 23 Nov. ath0: STA c4:43:8f:f7:c3:4d IEEE 802.11: Client associated
12:35:31, 23 Nov. ath0: STA 6c:ad:f8:78:68:d3 IEEE 802.11: Client associated
12:35:29, 23 Nov. ( 1563.890000) Rescan, Reason: 'Power-up'

 

This makes the wireless unusable.

 

I've raised two fault calls so far with this 'service'. The first time they came out and replaced the modem, then charged me the £140 for doing so. The second one is still ongoing and BT insist it's an internal wiring issue.. Which I'm sure it is, but within your device. However myself and BT are at a standstill because I won't authorise the enginner to come out under the terms of 'If it's your issue we're going to charge you £140' because BT being the company that they are.. will find it my issue even if it's not.

 

I've called BT Technical support, however because they appear to be unable to hire people without a foreign accent and that understands English (They work in a Technical department but I've had to explain what DHCP is to three of them) I'm refusing to do that after being billed for the privilege of teaching them something they should already know.

 

I've told the Technical support people what is wrong, I've even offered to send the device back to you at my expense but they insist that there is nothing they can do without billing me £140.

 

I will not be renewing the contact (All round poor service, speed and support) to which BT won't replace the device without me bending over and accepting BT's poor service right where I should be shoving it, one of the very clear messages I recieved from support.. No renew, no replacement device please bend over unhappy customer and accept BT's love train.

 

So what have I done?

 

Factory reset the device a number of times.

Changed the config. 

Replaced all cables and wires.

Searched message boards and forums to no luck. 

Phoned (sick joke) support.

Raised fault calls.

 

 

How do I get BT to accept it's their issue. edited by mod

 

Thanks.

 

 

 

 

 

 

 

 

 

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16 REPLIES 16
Distinguished Guru
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Message 2 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.


@GDL wrote:
(Why BT Can't come up with one device like every other manufacture I'll never understand)

 

 


They have - it's called the HomeHub 5.

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GDL
Aspiring Contributor
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Message 3 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

Dammit...

 

I'm 3 revisions behind that 😞

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Distinguished Guru
280 Views
Message 4 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

I can't believe they replaced the modem and charged you £140. It's their modem....!
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GDL
Aspiring Contributor
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Message 5 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

Yup, which is why I won't authorise them to come out again under those terms, but support won't send a new one out without a visit from the 'BT extortion racket enforcers'.

 

Either way I'm stuck without wireless and poor service.

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Distinguished Guru
259 Views
Message 6 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

You could buy a Billion 8800NL for less and replace the both.
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GDL
Aspiring Contributor
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Message 7 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

Now you're talking good sir!

 

Is there a list of hardware I can replace it with listed anywhere that you know of?

 

Without sounding to much like Bruce Wayne... Does it come in black 😛

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Distinguished Guru
254 Views
Message 8 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

I think that one's white but I hear it works really well and is essentially a bargain.

 

It's well recommended on the kitz forum.

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Distinguished Sage
Distinguished Sage
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Message 9 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

BT advise you that should an engineer call at your property and the fault is with your equipment or the line after the master socket there will be a £130 charge.

 

There will be no charge if the fault is with BT/Openreach equipment.

 

Openreach do not send out modems. They will send an engineer to check that it is the modem that is at fault and if it is they will replace it free of charge. Conversely if it is not faulty and the fault is else where on your property or equipment, they will charge.

 

It sounds like there is probably nothing wrong with the modem. If it is only a wireless problem it is probably a Homehub fault and that could be replaced free of charge and does not need an engineer to call or fit it. 

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GDL
Aspiring Contributor
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Message 10 of 17

Re: Home Hub 2 Wireless 'Powering up' and poor service.

gg30340. I stand corrected on the amount, you are right it's £130 and not £140.

I'm aware of what the issue is.. I did the fault finding for them but as you very well stated, they won't send one out because that requires a visit from an engineer to which I will not authorize them to do so under the pretense that they will not charge me if it's their equipment at fault. Which it was last time and what I got charged for.

Also, while they do advise it, and I turn down that advice. You get no support at all. So it's not an advisement, it's a mandatory action if you want replacement hardware.

 

Which comically enough is also the most expensive way of doing a hardware replacement, and I wonder why the bill keeps going up?

 

Ray_Dorset, I'll check out the Kitz forum. Many thanks again sir.

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