Smart hub 2

[GJMAC]

I have a Smart hub 2 with Halo discs. I have an 900 mbs package. All has been fine for a couple of years. Now however when I use the wifi signal from the hub I only get around 30 mbs. I have checked and it appears connection is on the 2.4 ghz band. If I turn off the 2.4ghz band no devices will see the hub although the halo devices connect to 5ghz. So far I have been sent multiple replacement hubs, had three BT visits and two Openreach visits and they cannot sort the problem. All they say is it must be something in the house. Now BT says there is nothing they can and have offered me £100 to go away!

Any ideas welcome!

[Leanne_T]

Hi there @GJMAC 

I am very sorry you're having this problem and have been in touch multiple times to get this investigated. 

As this has not been resolved on the calls and replacement hubs have the same issue, we would need to investigate this further. Please get back in touch with our broadband tech guides and if needed they can raise a complaint for you to be looked into by the executive complaints team.

Thanks. 

Leanne. 

[GJMAC]

Hi Leanne,

Thanks for getting back to me. Every time I raise a complaint it gets closed with no direct communication to discuss the problem. The only feedback I get from BT is that they have no obligation to provide wifi! 

Out of interest I connected a TP- Link wireless access point to the hub and all my devices receive a 5ghz service from that. 

One BT engineer thought the fibre connection had been hacked but another engineer said this is not possible. The engineer said that BT should send a network expert to look at the problem. When I asked about this I was told BT do not have network experts.

[Leanne_T]

Hi @GJMAC 

Thanks for the quick reply. 

I would like to help you get this looked into and have sent you a private message to get some extra details. 

Leanne.