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Message 1 of 15

Smart hub 2

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Hi i am meant to be going on to fibre this monday but the equipment has been posted to an old address (moved 13 years ago) 

The wait to get through on the phone is ridiculous.

 

Address on bills etc is correct. Jow do i change this and should i cancel my fibre

 

Thanks jo

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Message 2 of 15

Re: Smart hub 2

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Are you getting FTTP fibre to your home or FTTC over existing phone connectiion

 



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Message 3 of 15

Re: Smart hub 2

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@Jokey 

Welcome to this user forum.

What fibre service did you order? Is there a phone socket installed in your property, that will help to work out which home hub you should have been sent.

 

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Message 4 of 15

Re: Smart hub 2

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Hi it is fibre 1 and i already have my phoneline with bt

 

Jo

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Message 5 of 15

Re: Smart hub 2

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@Jokey wrote:

Hi it is fibre 1 and i already have my phoneline with bt

 

Jo


Is your phone line still working?

It could take a while to get this sorted, but do not cancel anything, otherwise you are unlikely to get another connection for quite some time now, as Openreach are very busy.

If you do not want to wait to get connected, then you can obtain a third party router locally or online, for about £35.

The other option is to keep ringing BT and ask them to send another home hub to the correct address. I assume your address is correct on your BT bill, and on MyBT, as I cannot see how they sent it to the wrong address.

One of the moderators here may be able to help, but they are very busy and could not deal with it any quicker.

 

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Message 6 of 15

Re: Smart hub 2

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If you are getting FTTC - fibre using phone line- then you need to phone CS on 150 or 0800800150 from mobile to sort out your SH2 problem



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Message 7 of 15

Re: Smart hub 2

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Do you already have a hub, if so which one. The Hubs 5&6 will connect to fibre 1 service.

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Message 8 of 15

Re: Smart hub 2

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Yes i still have my phone but my broadband is moving from another provider....from normal to fibre

 

My option is to stay with my other provider until it can be sorted. I don't want to spend my time and money sourcing another router 

 

Jo

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Message 9 of 15

Re: Smart hub 2

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As this late stage with switch over on Monday I doubt you could stop the switch and keep your current connection 



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Message 10 of 15

Re: Smart hub 2

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That is no longer going to be possible. Which provider were you with before, as its unusual to have broadband and phone with different providers?

 

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