Minihub - no internet

[Edmund]

Our FTTP failed last Friday and still isn't up.

We finally recieved two minihubs yesterday - but both report no internet.

The instriuctions for this suggest trying different spots to find a good mobile connection. For me this means stepping out the front of my house, from where I can see the cellsite mast. I don't think it would make any difference if I went and stood underneath it.

Have also tried resetting the hubs.

A BT person phoned this morning to update us on progress (it goes back a day every day).  Asked him about the minihubs and he mentioned that they were 4G, which I don't think makes any difference, but tried forcing my phone to 4G just in case.

Any thoughts on this please.

(PS I thibk they have turned on our Halo 3 unlimited data, but I have to keep turning on tethering on my phone to use the laptop.)

[Lesley_W]

Hi @Edmund 

Thanks for coming to our community.

I'm sorry you are having trouble with this. Can I just check, you are receiving 4G signal on your phone but the mini hubs are not receiving any signal at all in the same place?

Lesley

[Edmund]

Hi Lesley,

Yes, that's apparently the case. The hub appears on the phone (or laptop) as a wifi source. I can log into it and it then says 'no internet'.

Regards,

Eddie

[Lesley_W · Accepted solution]

Thanks for confirming that @Edmund 

I'd recommend checking this with our tech team as it sounds like there is an issue with the data on the device rather than it being a signal problem. You can see the ways to do that here Fix broadband.

Let me know how you get on.

Lesley

[MichaelBrown864]

If your Minihubs show “no internet,” it’s usually due to weak 4G signal or activation issues. Try placing the hub near a window facing the cell tower, ensure it’s fully powered and updated, and wait a few minutes after reset. If it still doesn’t connect, contact BT to confirm the hubs are activated on your account and check for local 4G outages.

[MichaelBrown864]

Minihubs rely on a strong 4G/5G signal. Try placing them near a window facing the cell mast and avoid obstructions. If they still show no internet, contact BT support—they may need to activate the hubs on your account or check local signal issues. Meanwhile, using phone tethering is a good temporary workaround.

[Edmund]

Thanks all for replies. It seems that I've already tried all the options, as stated in my original posting, and we probably just have a couple of duff mini-hubs: probably the SIMs.

So it's tethering until the fault is repaired. It's now been ten days since I reported it, and I'm aware that 1/2 the street's out, both BT and EE.

Latest news is that there is a flood somewhere (I'm guessing the Hemel exchange cable chamber) and they are planning to run in a temporary cable.  So it'll be a while yet.

Is it something like £9 compensation every two working days?

[Katie_B]

Hello @Edmund. 

Information on automatic compensation can be found on this page.

Katie

[Edmund]

Thanks Katie,

They must owe us around £100 so far.

Whilst the unlimited data provided by Halo 3 is a very welcome, we are also clocking up the minutes, since the landline gets a lot of use around here, and all that has transferred to our mobiles. 

So an extension of Halo for unlimited minutes is needed. Otherwise the some of the compensation may go back to BT.