Upgrade to Halo 3

[Purpleronnie]

Hi,

I upgraded from Fibre 1 to Halo 3 this week.  I would have expected to receive a smart hub to, as specified on the website when I made the upgrade order.  My order status shows as complete and there is no tracking info for a hub.  So I assume one is not being sent out?

Thanks,

PurpleRonnie

[Peter_W]

Good morning @Purpleronnie, welcome back to the Community. 

If you switch to Halo 3+ then this will include the upgrade to the Smart Hub 2 and Smart Hybrid connect, but with Halo 3 you would continue to keep your existing Hub. 

It would definitely be worth reaching out to one of our Guides though, and they'll be able to double check all the details of your order.

Peter

[licquorice]

@Peter_W That is what I understood to be the case, but the graphic posted by @Purpleronnie shows differently and that a SH2 is included with Halo3 as well as Halo3+

Is this yet another case of poor proof reading of web pages before publishing?

[Peter_W]

Thanks for flagging that @licquorice, on our current help page for Halo it only mentions Halo 3+ as including the SH2 upgrade, but I definitely want to get this double checked in that case.

@Purpleronnie do you have the URL for the page that showed these details?

Peter

[Purpleronnie]

Thanks the main reason for upgrading was to get a replacement router. A number of my devices will not get an IP address via DHCP and I have to assign static addresses.  I should not  to be having to do this on the home network. They are not advanced devices, just things like sky boxes and a Dell laptop

[Peter_W]

@Purpleronnie If you speak with our team they'll be able to double check the order for you, and if needs be get you put in contact with a Guide that can look into the issues with your current hub too. 

Could I please grab a link to the page you shared the screenshot of in your initial post, too?

Peter

[licquorice]

@Purpleronnie  a factory reset of your hub will cure the DHCP problem.

It is advisable to not use MAC randomisation on your devices as this results in the hub running out of connections as it poorly designed.

[Purpleronnie]

Thanks @Peter_W 

The screenshot was taken from the page where I recieved my offers, so not a general link I can really share.  If you attempt to do an order as a new customer I am sure you could find it from there.

I feel I have been misled, so if a new hub is not to be provided, I will be cancelling my account before the 14 days have expired.

[licquorice]

If your hub is faulty there is/was no need to upgrade to get it replaced.

[Peter_W]

I'll definitely feed this back for you @Purpleronnie.

I'd recommend giving the factory reset @licquorice recommended a try on your current hub, but if you still feel the Smart Hub 2 will be the best way forwards, then if you give them a call we'll be able to look through all of your options.

Peter