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TomDowns15
Beginner
1,154 Views
Message 1 of 10

I Need A New BT Home Hub 5

Hello,
I need a new BT Home Hub 5 as mine has just broken and instantly I can tell that the signal has gone down dramatically and the wireless isn't as strong. I've unplugged everything and I shake it a little and it sounds as if there is a part loose and rattling about. Where can I request a new hub?

Thank you.
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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: I Need A New BT Home Hub 5

You will need to report a fault at  0800 111 4567

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TomDowns15
Beginner
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Message 3 of 10

Re: I Need A New BT Home Hub 5

Is it possible to do it online?
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wedd1ng528
Aspiring Expert
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Message 4 of 10

Re: I Need A New BT Home Hub 5

Probably only if one of the mods pick up on your post but hey! it's a freefone number and much quicker than waiting for a mod to reply then you have to fill in a form etc etc.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Mistakes and embarrasing goofs in e-mails are only discovered when you've sent them!
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Distinguished Sage
Distinguished Sage
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Message 5 of 10

Re: I Need A New BT Home Hub 5


@TomDowns15 wrote:
Is it possible to do it online?

No, you will have to report a fault. They will get you to carry out tests to ensure that the hub is faulty and only if it is will they then send a new one out to you. If you are still in contract this will be free but if your contract is ended you will either have to pay for a new one or re-contract.

TomDowns15
Beginner
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Message 6 of 10

Re: I Need A New BT Home Hub 5

Yeah I'm still in contract with them. Personally I think that my hub got damaged in transit like in the post so I need a new one.
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Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: I Need A New BT Home Hub 5

then phone CS using number already posted



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Distinguished Sage
Distinguished Sage
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Message 8 of 10

Re: I Need A New BT Home Hub 5


@TomDowns15 wrote:
Yeah I'm still in contract with them. Personally I think that my hub got damaged in transit like in the post so I need a new one.

So how come in your first post you said "mine has just broken and instantly I can tell that the signal has gone down dramatically and the wireless isn't as strong".

 

If it was broken in the post I would have expected it to be like that from the start.

 

As said, you will need to report a fault. They don't just hand out new ones because the customer says it broken, they need to test it.

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vofsanity2
Recognised Expert
1,070 Views
Message 9 of 10

Re: I Need A New BT Home Hub 5


@TomDowns15 wrote:
Is it possible to do it online?

Yes you can report the fault online here : -

 

https://bt.custhelp.com/app/contact_email/c/5627,5629

 

 

 

 

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TomDowns15
Beginner
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Message 10 of 10

Re: I Need A New BT Home Hub 5

Already had one sent out to me haha thanks for all the help guys 🙂 a new home hub 5 is on its way to me
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