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Message 1 of 6

Engineer said we're entitled to a new hub, how do I get it?

We've had the BT Home Hub for 4 years now and it looks to be on it's last legs.

We had big problems with ping spikes and slow speed, so our engineer said we should get a new hub, where do I go to request one?

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Message 2 of 6

Re: Engineer said we're entitled to a new hub, how do I get it?

@bengreenow 


@bengreenow wrote:

We've had the BT Home Hub for 4 years now and it looks to be on it's last legs.

We had big problems with ping spikes and slow speed, so our engineer said we should get a new hub, where do I go to request one?


As you have posted in the Fibre Broadband section, I assume you must also have an Openreach modem connected to the home hub 4, otherwise it would not work?

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Message 3 of 6

Re: Engineer said we're entitled to a new hub, how do I get it?

Yes, apologies for leaving out that detail
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Message 4 of 6

Re: Engineer said we're entitled to a new hub, how do I get it?


@bengreenow wrote:
Yes, apologies for leaving out that detail

The home hub 4 should be fine when connected to the Openreach modem, but its not normally possible to see your connection speed.

The later home hubs do not need the Openreach modem as well.

The issues you are having could be caused by problems on your phone line.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Does the DSL light flash on the Openreach modem, when you get problems?

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Message 5 of 6

Re: Engineer said we're entitled to a new hub, how do I get it?

I was under the impression the hubs now remain the property of BT and that they will replace them as and when needed.

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Message 6 of 6

Re: Engineer said we're entitled to a new hub, how do I get it?


@Starwirewrote:

I was under the impression the hubs now remain the property of BT and that they will replace them as and when needed.


They do now remain BT's property. They have always been replaced as and when necessary for anyone in contract.

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