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hyattjon
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Message 1 of 7

Refusal to replace faulty Homehub after just 9 months?

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I'm completely and utterly frustrated with BT's insane customer non-care.

As I am out of contract with my Infinity 2, last January I paid to upgrade a (broken) 3 year old homehub3 to a homehub5. Now, 9 months on, various problems have resulted in the BT guys saying this homehub is also faulty.

The indian call centre lady says I can get a free replacement if I re-contract.

Great I thought, so I ring 150 at 09:30 this morning (Tuesday). 2 hours later I finally get given a "special customer options" number and ring it.

They say yes, you just need to re-contract and you can have a free replacement homehub. Further into the process he sees I have BT Basic, the reduced price line rental contract for disabled customers like me who are claiming DLA.

Oh, he says, I cannot get you a free replacement homehub unless you re-contract at full £15.99 line rental and take free weekend calls.

Some time later I realise that if I do that I'm paying an extra £120 over a year for a £50 homehub. I try to insist he re-contracts me on my current package and then I should still get a free replacement homehub, he gets bad tempered and just keeps saying " I have offered you all I have to offer" and refuses to even bump me up to a supervisor.

 

I just got so stressed I told him to leave it and ended 2 and a half hours of frustration.

 

Apart from the fact that I am on BTBasic because I am autistic and rely on benefits to survive, I don't get out of the house very much nowadays so Broadband is my lifeline to the outside world.

Utterly scandalous, callous and uncaring IMHO. Whatever happened to a guarantee against faults anyway?

 

Can anybody here explain this absurdity, or even possibly help me?

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vofsanity2
Recognised Expert
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Message 2 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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The Hub should be replaced under warranty provided you have a statement from BT that it is faulty. There is no need for you to re-contract. 

 

The moderators should be able to help you with this.

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hyattjon
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Message 3 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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Thank you. Then I will await a moderator.
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Moderator
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Message 4 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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Hyattjon,

 

I'll be able to arrange a replacement hub. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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hyattjon
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Message 5 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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Thank you.
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hyattjon
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Message 6 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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Thanks go to robbie, my problems should soon be solved I hope.

I'm away at the moment at a respite care centre, I should be back on Wednesday and I'm hoping to find a promised HomeHub replacement on my doormat!

 

I'll update then.

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Moderator
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Message 7 of 7

Re: Refusal to replace faulty Homehub after just 9 months?

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Hi hyattjon,

 

I'm glad I could help you get a replacement Hub 5 sent out.

 

Your case has been closed off now but feel free to come back on to the forum and create a thread if you need help or have any questions about your BT services in future.

 

All the best,

 

Robbie

Community ModeratorRobbieMac
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