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Message 1 of 2

Modem Replacement

Hey all,

So I've been having a lot of wifi connectivity issues over the last few months with multiple devices. Sometimes I can get around it by turning wifi on the device in question off and then on again, but it's very frustrating to have to do so. Occasionally I have to restart the actual modem itself.

I believe the issue is with the modem, since it's happening across multiple devices and the modem in question is the old Home Hub 5 which I've been using solidly since I first got BT nearly 3 years ago. So essentially I'm wondering is there any way to request a replacement modem? I've upgraded twice and spend a considerable amount each month on a Superfast Fibre Plus package, so I don't feel I should have to spend out again to replace a faulty modem.

Any reccommendations would be appreciated.

Thanks so much,



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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Modem Replacement

Welcome to this user forum.

If the home hub lights are changing colour, is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Also try the following.

Try a factory reset of the home hub.

Then turn Smart Setup off.
Also try separating and renaming the SSIDs as that can cause problems with Apple stuff.

If you are still in a BT Broadband contract, then you should get a free replacement home hub if you ring BT and say the existing home hub is faulty.

The other alternative is to buy your own third party VDSL modem/router.

Here are a couple of suggestions.

TP-Link AC1200 Wireless Dual Band VDSL/ADSL about £67

If you only want single band wireless, then this one.

The TP-Link TD-W9970 for about £40 or less.

They both work will all BT services, including BT YouView.

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