How to return Home Hub 2

Joined BT Total Broadband a few weeks ago and due to BT cancelling my original order and then initiating a new order, I received two Home Hubs.
I installed one and need to return the other, at BT's expense. I can find no information on how this should be done. Help Desk say information is contained in the package, but it is not.
Can Mods help please? A freepost address or a prepaid returns envelope would be most useful.
Thanks
Willysurfit
Solved!
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Hey, Home Hubs are usually supplied with a pre-paid plastic envelope contained within the shrink-wrap covering the box. Failing that just call 150 and select the options for orders and advisors and they'll send a baggy out. It's not unusual to get duplicate kit, I once knew a guy who received four within a couple of days!

Similar Messages

How to use Home Hub 3 as a 2nd router(access point...

Hi guys hope you can help; I am trying to add my Home Hub 3 as a 2nd router (ie an access point) to my home network and struggling.
What am I trying to achieve.
I have a fully functioning home network which is working great but the wireless range does not extend to the room above my garage, some distance away from the main house. I currently service it with an Ethernet link from my E4200 router, via the mains wiring, to link to a PS3 there. But I want to extend this to have a wireless network in the remote room so I can link multiple devices - rather than spend more money, deploying a 2nd router which I already have is preferable.
What have I got.
I have a Linksys E4200 router (nice piece of kit) attached to my ADSL line via a Belkin N1 wireless modem-router set to “modem only” mode (I was using a DSL modem until yesterday but that went AWOL and digging out the Belkin router I saw that it had a modem only function – and it/they worked first time )
All of my gear in the house is attached wirelessly to the E4200 which is delivering circa 11.5mbps from a maximum of 12.5mbps for the line measured by BT onsite. So all is fine there.
What have I done to try and use the HH3
Linked an Ethernet cable between one of the Ethernet ports on the E4200 to a mains plug.
Linked an Ethernet cable from a mains plug to one of the Ethernet ports on the HH3 router.
Ie as the PS3 was linked.
3. Switched on the HH3 router: the power light is solid blue, the wireless light is solid blue, the broadband light is off
4. Connected my laptop to the HH3 network and loading up a web page on IE9 displays a web page from bthomehub.home/etc etc with title BT Home Hub and a message “Can’t connect to Broadband”. It is the start of a self- diagnostic routine. Answering all the questions I eventually get a Home Hub Administrative Home Page displayed.
Is there a quicker way of getting to this admin page??
5. I switched off DHCP
I changed the IP address from 192.168.1.254 to 192.168.1.200 as this seems to be what the other threads on this subject did.
When I went to apply the change a message came up telling me that I might not be able to access the HH3. I ploughed on disregarding this and needless to say I could not then access the HH3 via the web interface and trying to access a web site nothing happened.
6. I did a hardware reset on the HH3
7. Going through the motions again, when I got to the admin pages again, I switched off DHCP and this time left the IP address alone, ie 192.168.1.254.
When I went to apply this I got the message
“After changing these settings you will need to renew the IP address of all devices connecting to your BT Home Hub. Please follow the instructions provided with your devices.”
I applied the change – but have not yet done any fooling around with IP addresses on my laptop because I don’t want to start mucking around with my laptop
I then tried to access a website, and failed, but on this occasion rather than nothing happening, the Home Hub website came up again displaying the error message page.
And that is where I stand. All looks so easy when reading other threads on this and other forums but it is not working for me.
Any help greatly appreciated.
The IP settings on the E4200 are
IP 192.168.1.1
Range 192.168.1.100 to 192.168.1.149
Also connection type on the E4200 is POE not POA – as far as I recall that is what it needed to be to connect to the DSL modem and work.

Thanks for the speedy reply!
I have actually came across this page before - I seem to hit a snag when I connect the repeater hub (my HH3). As outlined, I have at all times kept the repeater hub connected via ehternet into one of the regular LAN ports to my main HH5.
But when I connect my laptop to the repeat hub (HH3), I am actually connected to the internet somehow (I assuem using the HH5 network) but under my network connections it says I am connected to the HH3. As a result, when I go to the homehub settings page 192.168.1.254, it brings me to the main HH5 settings page and not the repeater HH3.
According to the instructions it says I should "Ignore the not connected page", but I am connected and I cant seem to alter any of the settings on my HH3 while it is connected to the HH5.
Any other pointers?
Thanks!

Poor service and the saga of the Home Hub 2.0

Since upgrading to Total broadband 3 earlier this year, I've had problems with the Home Hub 2.0 (type a). It keeps locking up/crashing. Its the home hub rather than the broadband connection, which when used with a Linksys modem router works fine.
I've run through usual fault finding and rectification - hard reset, plugging into test socket, countless line tests. of course trying to get BT call centre staff to understand its the home hub thats playing up/at fault, not the connection, is like banging ones head against a very hard wall. For a piece of equipment less than a year old it should work without problem. And I was tempted to go to PC world and buy a replacement modem, but decided to preserve with BT's 'help' desk.
Over the past 3 or 4 months I've probably made one help desk call about the same issue each month. Have to repeat myself time and time again and get fobbed off with another excuse, or promise of call back.
Eventually got through to a supervisor - after insisting when a call log was closed and marked 'resolved' when we were still having the problems and hadn't had a call back. Repeated my issues for the 4th or so time, went through what I had done to date (restore to factory settings, checking its logs, etc etc) he finally consented to send a replacement home hub.
I get an email telling me it would be delivered on the 6th before 6pm. But of course it wasn't. And I did as the email said, and tried to phone the number to say it hadn't arrived only to get an answer phone message saying the help desk was shut.
So wasted my lunch break today on the phone to BT trying to find out where it was, only to learn that BT had posted it to a previous address which I haven't lived at for 4 years. Well done BT, it takes real skill to be that rubbish.
Fingers crossed another new one is on its way to the right address.
I have however a couple of questions, which as I can't face phoning the call centre again I thought I'd post on here:
1) How on earth did BT manage to send the replacement home hub it to the wrong address? Especially since the original one was sent to the correct address & my delivery address is set correctly on the web portal and the agent handling the call confirmed the address? - and what are you going to do to ensure it doesn't happen again (dare I mention data protection - as the home hub pack presumably has some personal details on it..)
2) In the final call today I was asked for my date of birth and mothers maiden name so they could add it to the account - afterwards having not been asked by BT for this before on countless calls I wondered is this standard practice - or should I now be worried?
3) How do you have a sensible discussion with someone - preferably in the UK - about the customer experience? As mine as has been rubbish (you might be able to tell from the tone of this post), and I'm regretting ever having upgraded and wishing I had instead gone to another broadband provider.
4) Given that issues with certain models of home hubs seem to be known issues (at least to google) why do the call centre agents always focus on the broadband connection -(typical conversation with an Agent "..so your connection keeps dropping", Me: "No the connection is fine. The home hub has crashed again". Agent "So your connection has dropped"? and on and on) rather than actually listening to the customer. (Can you reset it - yes already have, several times and so on)
Any answers from a moderator would be welcome.
I am actually happy with BT's broadband product, and don't want to have to go through the hassle of changing provider, I'm just disgruntled at how bad the home hub has been, and how poor the customer service has been.
Thanks.

Hi EKandrew,
To be honest I have not heard of the hub locking up before. The questions you have been asked by our helpdesk are aimed specifically at your connection as most problems tend to occur here, either with slow speed or hub drops etc.
Could you be more specific in how the hub locks/crashes? What do you notice when this happens? What way do you have your connection set up?
As much info as possible would help
In answer to your questions:
1/ Sometimes we have an old address still on your account and this has not been updated for packages/correspondance.
2/ Nothing to worry about, we ask these questions for additional security. If you have quoted your account number previously this is normally enough for most things however the advisor probably just noticed we didnt have this info on file.
4/ As above, this is not a common problem and most issues that come to us are to do with your connection.
Thx
Craig
BTCare Community Mod
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Infinity 2 package (so fiber optic) on a Home Hub ...

Hi people I'm a little stumped with whats occurring with my Home Hub 5. I'm moved into my current flat in January and had the Infinity 2 package installed at that point.
Now I will add that the speed hasn't been terrible, which is why I never really noticed before until I saw another HOME HUB 5 setup today at my cousins and his is wired differently to mine with a completely different modem and router to mine (well I only have the Home hub 5 doing both jobs for me but he has two separate devices given to him one of which was from B.T) thought we pay the same and we live very close to each other. So whats confusing me is that my HH5 has a DSL cable going into the back of the Home HUB 5 as an input from my one and only phone socket in my flat and he has a white modem feeding his Home Hub 5 with a RED WAN cable as an iput.
So I have just the one cable and mine is a DSL connection (not RED WAN), and his has the RED WAN lead, which is clearly fiber optic feed from a separate modem.
So does this mean I only get DSL+2 max and not fiber optic speeds??? because clearly I dont have fiber optic running into the back of my home hub. I'm paying for A BT infinity 2 package which I'm guessing should be a Fiber optic set up but yet I have DSL cable or can they make me pay the same and give me older technology???
As mentioned I was at my cousins earlier today and he pays the same as me money wise, he is four streets away but yet has the RED WAN input (which is clearly fiber optic) and Im paying the same but yet only have a DSL input.
Now I have looked online and it would appear that they may only have to wire fiber optic to the house (curb) and the internal wiring from the master bell socket to the whole building is down to my land lord but my question is thought should I be paying for a fiber optic package when I'm clearly on a DSL connection package inside the property??? should this of not been mentioned to me when it was set up, like "sorry mate I'm fitting DSL and not fiber optic here, enjoy"
My other question is after this discovery today wanted to get rid of the Home Hub 5 for a third party modem/router which I already had. I have a Belkin DSL+2 from my last address but always thought I couldn't use it here because I was unaware that I was running DSL, so today I plus it in and set it up correctly and now the Belkin cant/wont connect.
I have ran speed check tests on the Home Hub 5 and I'm getting about a ping of 29 and above 70 mbps down and above 18 mbps up, but that's only to one site and that's only minimal packets of data (I have no idea how reliable these tests are) (speedtest.net)
Just with the new Belkin flitted (its a modem and router) it cant connect as the DSL connection bums out all the time every time I try to connect.
I'm guessing this is because for a DSL connection in the flat its quite good and the Belkin cant handle it???
but if you try and find a modem/router which is fiber optic via a DSL connection, there is no such thing, how is my home hub 5 running such high ish speeds via a DSL connection??? and can I get a better modem/router than the free Home Hub 5 which will run off a DSL connection but at fiber optic speeds???
Should I be getting these speeds??? are the speed tests talking rubbish???
Can I get a better modem router than the home hub???
Please help the Home Hub 5 is really not helping my gaming :-(
Many Thanks
Rich.
Cornwall
UK

You have a Homehub 5 which has a built in VDSL modem. Your speeds indicate you are on Infinity 2. You would not be able to get those speeds on ADSL. To check you can use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
Because you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/ This will show your connection type and speed.
Your cousin will more than likely have an Openreach modem and a Homehub 4. The Homehub 4 does not have a VDSL modem built in hence the reason it must be connected via the Openreach modem.

Unblock US via the Home Hub 5?

Does anyone here have BT Infinity and the Home Hub 5 and use Unblock US or any of the other region-unblocking services?
I've read conflicting reports, and have started to wonder if the unblocking only works depending on how old the Home Hub is. I'm clueless at this sort of thing, so if anyone can guide me through this in layman's terms, I'd be very grateful!

Hi JSB, I do not use Unblock US though to me it sounds more or less like a regular VPN service which targets customers looking to view US oriented content.
I never tried to run a VPN at the router /modem level when I had the Home Hub 5, however I can't imagine it being a problem. From what I remember there's a VPN tab in the advanced section and from there you input your VPN login details.
Hopefully someon else chimes in.

Home Hub 3 security keys/passwords

Are the keys/passwords provided on the little plastic pull out unique to each Home Hub?
I'm just wondering if I need to change them to my own.
I remember reading somewhere that people could jockey your wifi as most people didn't change their passwords and that alot of modem/routers had default passwords that were widely known.
How is the Home Hub security out of the box?
I've also read that you can reset the HH back to factory settings and this reverts the passwords back to what is supplied on the dongle. Simply with a paperclip?

Geeky wrote:
Are the keys/passwords provided on the little plastic pull out unique to each Home Hub? YES
I'm just wondering if I need to change them to my own. Your choice
I remember reading somewhere that people could jockey your wifi as most people didn't change their passwords and that alot of modem/routers had default passwords that were widely known. NO they can only use BT WiFi which operate seperatly to your own wireless connection
How is the Home Hub security out of the box? As secure as any other router
I've also read that you can reset the HH back to factory settings and this reverts the passwords back to what is supplied on the dongle. Simply with a paperclip? A factory reset only resets all of the HUBS details back to there default settings it does not affect any dongle
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

How to connect a BT Home Hub V3.0 Type B wirelessl...

On my network I have a BT Home Hub (version 3.0 Type B) as the main router. I also have an old BT Home Hub (version 1.5) lying around. The router is located in the study and I hope to set up the spare home hub as a wireless repeater in the lounge next to the study. This would allow me to give a Sony TV access to the internet via an Ethernet cable connected from the TV to the wireless repeater.(By the way the Sony Wi-Fi dongle costs £70 and the reviews on it are awful.) Any thoughts on how to do this? Some clear concise instructions would be very useful.
Solved!
Go to Solution.

imjolly wrote:
From memory you can't connect them wirelessly
That is correct, you cannot do it.
Broadband extenders would be a much better idea.
http://www.shop.bt.com/products/bt-broadband-extender-500-kit-8W3T.html
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Defective Home Hub 5 - how to get a replacement

In addition to all my trouble with BT TV in combination with Infinity 3 FTTP (https://community.bt.com/t5/YouView-box/No-BT-TV-with-Infinity-3-4/td-p/1110464), I also received a faulty Home Hub 5. THe internet connection drops every few minutes and it is completely unusable. As soon as I connect my Home Hub 4 with the same cables, the connection is perfectly stable.
I contacted BT by e-mail and after several useless exchanges telling me that it could have external reasons or the wiring could be the problem (no it can't, as it is working with the HH4), I was asked to provide a time I am at home and reachable, so that someone can call me and check the HH5 connection. This Saturday morning I got a call and was told that they cannot help me as I have FTTP (what a surprise, it is visible in my account and I mentioned having Infinity 3) and they have to transfer me to the Fiber team. The forwarded call got lost after no one picked up and I received this e-mail:
"As per the conversation we had over the phone I have transferred your call to the FTTP desk, as we are from the copper line desk we cannot proceed further to deal this issue. You can also try reaching them at 0800 800 151 (12pm to 8pm Mon - Fri). Please do write back to us for further queries." I.e. I got forwarded to a team that was not even available today.
So to summarise:
- It is completely obvious that my Home Hub 5 (I paid £50 for) is faulty and just needs to be replaced
- Instead BT is wasting my time again and again giving me completely random reasons why it might not work
- While I mentioned it multiple times and it has to be visible in my account, I apparently was contacted by the wrong team for days
- While BT offers Infinity 3/4 FTTP they don't seem to have any idea how to support / handle it. They cannot give me BT TV, they cannot even give me any kind of support with a faulty router
It is just absolutely incredible ...

Doesn't help you but why did you buy a HH5 if your HH4 was working OK?
Try a factory reset of the homehub by pressing a pin
into the recess button on the rear for about 20 seconds.
lf that doen't help recontact BT sales where I presume you got the HH5 from and inform them its faulty and you want it replaced or your money back.

How to get the latest firmware for BT Home Hub-3 &...

I have had this new BT Home Hub3 activated last night.
To get connected wireless to my Mac Book Air and iPod Touch, I had to refresh the Wireless Channel in my BT Home Hub settings. The Hub has selected the Channel 11 automatically that works well for my home wireless connection.
This morning, my Home Hub has reverted back to Channel 6 and my wireless would not work. I had to go back to the settings in the Home Hub-3 to "Refresh" to select the best Channel and it has chosen Channel 11 again and all works well.
My question is how could I get the Home Hub-3 to remember the selected channel without me in the morning to refresh the setting on a daily basis?[I have tried by selecting the "Apply" and a green circle with a tick to denote that the change had taken place]
Home Hub-3 current firmware Version 4.7.5.1.83.8.45 [Type A] and I noticed a new one available and How could I update mine to the latest?
Regards
Solved!
Go to Solution.

if you select advance settings and go back to the wireless page, you will be able to see channel selection, likely to be on Automatic (smart wireless); here you can manually select channel 11 and it will stay there.
Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

How often do YOU reset your Home Hub, please?

I have Infinity and Home Hub 3.0 type B.
I posted a few weeks ago about my wireless printer going off-line. To cut a very long story short, the problem was my Home Hub. After resetting it, as someone here advised, my printer worked OK.
The same thing happened last week so out came the giant paperclip and I reset my Home Hub = worked.
I'm having problems connecting to a site - on both my IE8/XP and Win7/IE11 PCs - but a friend gets through OK.
So it's not the site, nor IE8.
My Win7 laptop suggested that I run HP Network Check, which I did. It's fixed a problem - it had to "purge my DNS Resolver cache" - sounds painful - but says I must reset my router.
Does anyone else with a Home Hub 3 have to reset it weekly? What affects the frequency of resetting?
Thanks in anticipation!

I use an HH3, supplied when I joined BT Internet from Virgin due to appalling service from them.
When using a Netgear or TP-Link router/modem our connection was always 'breaking' and being reset - almost every night! With the HH3 that doesn't happen so often and the throughput is generally better (despite a slower sync speed being reported!). Reverting to the other router/modems gives the same unreliable service as before. Even trying a different Billion router/modem gives the same old interuptions, etc. So I suspect the way the BT Internet system is set up favours the HH range but they appear to have fundemental design problems too.
As for how often I have to do a soft restart, or power cycle, depends on how the exchange equipment decides to reset the connection. It can go for a couple of weeks without a change but then decide to make changes most nights (during the night and not the daytime for some strange reason). When it makes the changes, it always reverts to a much slower sync and throughput with often enormously high noise margins (the ideal for us is about 8 dB but it usually resets to 15-18 dB!). So then a reset is called for and afterwards we generally get fair to good results but rarely anything outstanding. Our line length is a serious limiting factor and we'd love to be able to get ADSL2+ but that is not planned and we'll have to wait for the BDUK Intervention plans to find out if we'll ever get fibre in the area.
And as for 'technical support', as an experienced electronics engineer (now retired after 50 years in the business) I have to cry! They don't know what they are talking about at all, but read from a script that does not cater for many actual problems.

How do I get back and forth arrows and a return home icon?

The last time I upgraded, I lost back and forward arrow icons and the return home icon. Furthermore, you no longer seem to support 1Password.

Hey bartkusd,
Sounds like the navigation items might have accidentally been removed from the toolbar. The toolbar can be customized pretty extensively, so it's not an uncommon mistake. Take a look at the Knowledge Base article [[Back and forward or other toolbar items are missing]]. It will show you how to restore the buttons.
Hopefully this helps!

BT Home hub phone v2.1a item code 044662 - how to ...

Hi
I have a BT Home hub phone v2.1a item code 044662. The default PIN of 0000 is not valid. How can I reset do a factory reset please?
I had changed the pin on my other v2.1 phone from 0000 ok, but this phone wasn't registered to the hub at the time (I have of course tried the new pin on the other phone, but doesn't work).
Regards
Mark

If you key the wrong PIN three times in a row, your phone will be barred as a security measure. If this happens, call us and we'll ask you some security questions before giving you an unblocking code. Contact Customer Services on 0800 0322 111 free from a landline or dial 150 free from your BT ToGo.
If its not a legal phone ie off ebay the forget it
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

How to find ADSL data on 1.5 home hub?

We've been with BT for 15 + years, with an 8 Mps service for quite some time. We have a home hub 1.5. Our speed has always been good, no complaints. Until this month. We've not changed any equipment or settings, but the connection keeps dropping every few days, until I reset the hub, when we go back to our usual good connection speed. I've done a quiet line test, checked the filter's still OK, tested the wiring, changed the channel number, checked if there are faults on our line or local exchange. All is well.
These dropouts have occurred at 'peak times', so we wonder if that's been the problem? There seem to be a lot of people on this forum complaining of similar recent problems.
I've checked everything on the BT help pages and the procedures explained on this forum (and noted contradictory advice about resetting the hub ), but have not been unable to locate my 'ADSL data' on my hub, despite accessing the hub and exploring the options. Can someone tell me how to do this?
Any other things to check before I contact BT support? I would change ISP, but can't see how this would make any difference. We have a master socket with filter, phone & hub leading off. It's been working fine for years until recently.

Here's the results. I'm sorry I don't get this, but what's the point of running tests and diagnostics when everything is working fine? Does this tell us anything about why the connection keeps dropping?
My OP was asking how to find the ADSL data on my hub, and I still don't know how to do that although I gather that the information from that is useful? I really want to get this sorted, unless it's just a question of waiting until the heavy Christmas internet traffic has subsided.
Download speedachieved during the test was - 5.21 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps

How do we get the NEW BT Home Hub 3?

Hi guys,
Those who may not know, the BT Home Hub 3 was released yesterday (29th January).
Does anyone know how fellow customers can get the new Home Hub?
Is there a service whereby you can swap your existing homehub 2.0 for the new one or would we have to renew our contracts?
Thanks for your answers
Like this post? Give it a Star . If this post answers your question, please Mark it as the Accepted Solution.

Its suposed to be adsl and vdsl compatible but BT probably have a mountain of 2,s they want to use first however their adverts for adsl currently do show the hub 3 image so I would pester them for it
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

How to set up time capsule with BT home hub 4.0 & Openreach

Idiots guide needed.
My TimeCapsule (year old model) had been running well from my BT Openreach box (without using the Home Hub 4.0) but recently had issues with connection dropping - BT said they've sorted out their end and can't see any remaining issues and can't offer me any more support if I'm not using the Home Hub 4.0
I reset the TC to run straight from the Openreach Box still have issues with wi-fi dropping in and out (both on ethernet and wi-fi).
Can I:....
1) set up Time Capsule running from BT Home Hub 4.0 which itself runs from BT Openreach white box (thus continuing to get support from BT)
or should i go back to
2) Time Capsule running straight from BT Openreach Box
Can some one post an idiots guide to either option?
Other stuff that may be important.
Macbook air running Yosemite (mid 2011 model)
Apple TV
Airportexpress
Time Capsule
2 x iphone 4s
Kids PC
Ethernet and wifi for above - I generally run everything hard wired via ethernet.

The easiest and sure way is to use bridge on the TC as the method of connection. The TC then becomes a device in your network and gets its IP from the main router that I presume BT supply.
Method is,
1. Plug the TC WAN port into the BT supplied modem by ethernet.
2. Plug the computer you are using for the setup into the TC by ethernet.
3. Run the airport utility .. go to internet tab on the top menu..
In the bottom option, Connection Sharing choose off (bridged mode)
4. Go to the wireless page and setup wireless connection as you like it.. using whichever band you want. And make sure security is set to the highest setting, wpa2 personal. Put in a decent wireless passkey.
5. Press the update and fix whatever else the TC will show as needing fixing.. usually security stuff.
6. You can then disconnect the ethernet and connect by wireless if you want. Any port on the TC will now be a LAN port, including WAN.
This is assuming BT supply a wireless router with built in vdsl/other type of modem. If so you normally will not be able to bridge the modem, unless BT are using pppoe authentication which they haven't in the past.
If you really need to use the TC as a router then you will need to work out an alternative method. You can double NAT by placing the TC in the DMZ of the BT router if that is an option. It is not without issues in general.

How to return Home Hub 2

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