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kamalaggi
Aspiring Contributor
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Message 1 of 10

BT Smart Hub. Given false info by live chat.

Hi,

 

I enquired about the new BT Smart Hub on live chat. The guy said it's £50 or free if I recontract.

 

So i've upgraded from infinty 1 to infinity 2 and signed a new 24 month contract online. I rang BT today and on to live chat to get the Smart Hub and they both said I have to pay £50 for the Smart Hub. Why is that when I recontracted for another 24 months?

 

The only reason I recontracted and upgraded to BT Infinty 2 was to get the free BT Smart Hub. Could a mod please help me out.

 

Thanks 

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9 REPLIES 9
globe1nh
Aspiring Contributor
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Message 2 of 10

Re: BT Smart Hub. Given false info by live chat.

When I enquired they told me I needed to extend contract for 18 months (already on Infinity 2) and hub was free, but shipping cost was £7.0, and that's what happened...
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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: BT Smart Hub. Given false info by live chat.

Phone the options team 0800800030  they are UK based



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kamalaggi
Aspiring Contributor
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Message 4 of 10

Re: BT Smart Hub. Given false info by live chat.

I did and they told me to pay the £50 as i pay a discounted rate(£15 a month) for the infinity 2.

 

The guy on live chat gave me a link to the my offers page and said if I recontracted I would receive the new bt smart hub for free so that's what I did.

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kamalaggi
Aspiring Contributor
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Message 5 of 10

Given false info by live chat.

I have a another problem now. Since I upgraded to BT Infinty 2 my speed hasn't increased. Live chat said theres a 10 day training period to determine the best possible speed. Is this true?

 

When I upgraded it said Minimum guaranteed speed of 70mb but im still syncing at 55mb according to the homehub 5.

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Distinguished Sage
Distinguished Sage
394 Views
Message 6 of 10

Re: Given false info by live chat.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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new
Aspiring Expert
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Message 7 of 10

Re: BT Smart Hub. Given false info by live chat.

(When I enquired they told me I needed to extend contract for 18 months (already on Infinity 2) and hub was free, but shipping cost was £7.0, and that's what happened... )

Were you on a discounted rate for your Infinity?  I upgraded from Infinity 1 to Infinity 2 and increased the length of my contract, but they refused to give me a new home hub because the Infinity was discounted.

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kamalaggi
Aspiring Contributor
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Message 8 of 10

Re: Given false info by live chat.

Telephone Number XXXXXXXXXXX on Exchange CHORLTON is served by Cabinet 2

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

VDSL Range A (Clean)8069.52020--Available----
VDSL Range B (Impacted)75.344.32014.6--Available----
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Distinguished Sage
Distinguished Sage
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Message 9 of 10

Re: Given false info by live chat.

Can you post the stats from your router. If hh5 go to troubleshooting then helpdesk



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kamalaggi
Aspiring Contributor
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Message 10 of 10

Re: Given false info by live chat.

1.

Product Name:

HomeHub5

2.

Serial number:

xxxxxxxxxxxxxxxxxxxxxxxxx

3.

Firmware version:

v0.07.05.0A13-BT (Type B) Last updated 14/6/2016

4.

Board version:

01

5.

VDSL uptime:

1 days, 16:35:39

6.

Data Rate:

19999 / 57222

7.

Maximum Data Rate:

25011 / 57306

8.

Noise Margin:

15.2 / 6.1

9.

Line Attenuation:

19.7 / 16.2

10.

Signal Attenuation:

0.0 / 0.0

11.

Data sent/received:

17.0 GB / 8.7 GB

12.

Broadband username:

bthomehub@btbroadband.com

13.

BT Wi-fi:

Yes

14.

2.4GHz wireless network/SSID:

xxxxxxxxxxxxxxxxxxxxxxxxx

15.

2.4GHz wireless connections:

Enabled (802.11 b/g/n (up to 144 Mb/s))

16.

2.4GHz wireless security:

WPA2 Only (Recommended)

17.

2.4GHz wireless channel:

Automatic (Smart Wireless)

18.

5GHz wireless network/SSID:

xxxxxxxxxxxxxxxx

19.

5GHz wireless connections:

Enabled (802.11 a/n/ac (up to 1300 Mb/s))

20.

5GHz wireless security:

WPA2 Only (Recommended)

21.

5GHz wireless channel:

Automatic (Smart Wireless)

22.

Firewall:

Default

23.

MAC Address:

xxxxxxxxxxxxxxxxxxxxxxx

24.

Software variant:

-

25.

Boot loader:

0.5.1-BT (Wed Nov 12 11:52:05 2014)

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