Replacement BT Home Hub

I placed a broadband order which was installed last week. As you would expect, as part of the ordering process BT sent a BT Home Hub 4 which was despatched to me but I wasn't in the country so the Post Office left a collection card. However, due to an extended period being away the item was returned from their delivery office to the sender. So I never received it. I have a tracking number confirming this.
A few days before the installation appointment I had still not received the BT Home Hub 4, so I phoed BT and asked them for the status. A replacement Home Hub 4 was shipped which I received.
However, I am now getting asked to return my non-working Home Hub 4 which is of course garbage. I never had one in the first place !
How can I get this sorted ? The call centre are next to useless.

georgemac wrote:
I have never heard anyone have a single positive thing to say about the support when connected to the Indian call centres.
UK call centres are much better at dealing with issues. Don't undertsand why BT are persevering with Indian call centres.
That could be because people usually only come onto a forum to complain about bad service and very rarely about good service. It is also the same when having a conversation with people, they will usually tell you when they have a problem with Customer Services in any walk of life but again very rarely when they have good service.

Similar Messages

Replacing my Home Hub 4?

Hi I want to replace my home hub 4 because it has a poorer wireless signal than my home hub 3 I would like to get a router that has a VDSL modem build in so. Don't have to have the white open reach box is this possible? If it is would I just need to find a router that says VDSL after it?

I also agree separateis better but BT obviously disagree hence the HH5 all-in-one from the early information/stats
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Can I replace a home hub with a decent adsl modem?

I have several PCs, laptops, an internet TV, a couple of apple TVs, ipads, phones etc in my house and am fed up with them not communicating properly.
So after reading how reliable they were, and given the fact I have somehow become an apple fanboi without meaning to, I opted for an airport extreme.
The intention is to use this to create my wireless network & have the homehub just deal with the broadband... sadly it seems this is not possible. I can't disable the wireless on the homehub and supposedly I need to have it to deal with assigning IPs.
I could live with this if it works, but it still causes issues - computer to computer communication is flawless, as I hoped, but the internet is patchy.
I am sooo fed up with this it is not true - not including the time wasted with homeplug networking & airport express too - I want to bin the POS that is the home hub and have complete control over my setup. I don't need a stupid broadband phone and I don't use FON!
Can I buy an adsl modem that does nothing except get my broadband into my airport extreme network?
Alternatively is it worth me hassling BT until they give me a homehub 3 - is this any better?
Cheers.
Solved!
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I did take a quick glance at the manual and it seemed to do what you need, but it may be worth taking a closer look yourself, its on the TP-Link website.
The only issue I can possibly see, is the PPP authentication.
Normally the home hub will authenticate internally using PPPoA, this will bring up the Internet connection.
If you are using the TP Link as purely an ADSL modem, then your Airport Extreme will be authenticating using PPPoE.
I am not 100% sure whether that will bring up the PPP session. It would certainly do on an Infinity connection, but I have never tried it on an ADSL only modem.
I would imagine that is should work, as the modem will be bridging the connection from the ATM side.
You can use a PPPoE user name of [email protected] and a password of bt
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.

Replacing Home HUB 5

So I want to replace my Home Hub 5. The wireless connection is inconsistent and keeps dropping out. However I'm not sure what type of router I will need to get, as some googling as shown that my old Netgear DGN2000 won't work.
I'm looking at the Netgear N900 but would like to try and get something a little cheaper. However I'm not sure if say going for the N600 would require me to buy an external modem.
At present my HH5 is hooked up via the DSL, to one of these - E-commerce links not allowed.
Any suggestions? Something for around £80 that I could wander into Currys and pick up would be excellent.

Asch wrote:
So I want to replace my Home Hub 5. The wireless connection is inconsistent and keeps dropping out. However I'm not sure what type of router I will need to get, as some googling as shown that my old Netgear DGN2000 won't work.
I'm looking at the Netgear N900 but would like to try and get something a little cheaper. However I'm not sure if say going for the N600 would require me to buy an external modem.
At present my HH5 is hooked up via the DSL, to one of these -
Any suggestions? Something for around £80 that I could wander into Currys and pick up would be excellent.
Hi.
Is the wireless dropouts for apple products such as iPads, iPhones etc ? If so - then this could due to the dual wireless "technology". The hub 4/5 use 2.4 & 5.0GHz, but unfortunately both the wireless names are the same. Apple products by default use the 5GHz spectrum, which has a lot less distance coverage.
If you go into the hub admin settings, you can turn off the 5GHz option - or as a minimum alter the wireless (SSID) name, say putting ".5" at the end. This will mean that the iPhones etc will either need to be setup to choose the wireless again (hence choose the non ".5" one), or they might choose their existing name already set and use the 2.4Ghz - giving a moch bigger/better coverage.
Certainly worth a go
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Replacing Home hub 3 as router, what info do I nee...

How do I go about finding the authenication required to connect a third party router to my residential Broadband and any other configuration bits and bobs?
For various reasons I am looking to replace the Home hub 3 with a Cisco 1720 router. I plan on maintaining the HomeHub as just an Access Point, adding cabling and putting in Ethernet throughout my house so I can do lots of interesting things as I study for CCNA and MCSE.
The 1720 is somewhat speed limited, but can route packets faster than I can currently get off my residential broadband. If we ever get FTTC then I'll need to upgrade but my exchange (NSFIN) only has ADSL Max, and I know of no plans to upgrade it at all.

ADSL uses PPPoA. (Point To Point Protocol Over ATM)
If you use a different router with ADSL, then you need to make sure that the authentication is set to PPPoA.
You can use a user name of [email protected] and a password of bt
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.

Bt home hub replacement? TP LINK TD-W9980

I have seen this available from bt site selling this one
TP LINK TD-W9980.
Over 170 quids.... Amazon selling for over 70 quids.
Can I use this to replace BT Home hub 5 that I got for free when I joined bt infinitiy 2 few months ago?
If so, what settings would I need or do I just simply plug in and it will recognise the BT inifinity broadband? Do I need to inform BT about not using BT home hub but using an alternative hardware to use infinity 2?
Cheers
Alban

wedding wrote:
Looking at the specs it supports 802.11b/g/n with 2.4 GHz and 5GHz wireless capability but NOT 801.11ac ie it is not a simultaneous dual band router!! Just in case you thought it did.
Check out the specs. It has simultaneous dual band 2.4Ghz and 5Ghz.
http://uk.tp-link.com/products/details/?model=TD-W9980#fea

Replace Home Hub 4 with Netgear DGN2000?

I recently switched to BT Broadband from NewNet and replaced the Netgear DGN2000 ADSL wi-fi router that I had been using with the Home Hub 4 supplied by BT.
I am finding that the wi-fi coverage provided by the Home Hub 4 is not as extensive as that provided by the DGN2000.
Can I replace the Home Hub 4 with the Netgear DGN2000 and, if so, what username and password would be required to access BT?
Solved!
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I would suggest that you start by resetting the Netgear to factory default, to remove any existing configurations. Then start again via the setup wizard, if there is one.
You normally need to enter a password in the second field, use a password of BT.
Encapsulation: PPPoA (PPP over ATM)
Multiplexing Method: VC-BASED
VPI: 0
VCI: 38
Normally if it fails to authenticate, you are automatically directed to a BT Wholesale website.
I am assuming that you are still on an ADSL connection, and not BT Infinity with the Openreach modem?
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.

Home Hub 3 Port Forwarding (NOT)

Hello World
Ok recived the New Home Hub 3 today, ahead of my Infinity install.
I thought ok lets replace Trusty Home Hub 2 with the 3 as it works both on Std ADSL and Infinity
Super Quick UI and love the GIG port BUT and its a BIGGY (well for ME) !
THe hub is running 4.7.5.1.83.8.48 (TypeA) lastest and greatest, Upnp does work so Xbox works no prob and it can be seen in the FW Log being setup
BUT if you configure port forwarding by hand ie HTTP to 192.168.0.2 DOESNT WORK !!!
I tried using a connected device to forward to and just the IP address BOTH FAIL !
roll back in trusty Hub2 and all work again !
Phoned in and was told after a few minutes on hold (No Problem) to roll back to Home Hub 2 and there should be a Firmware upgrade for the 3 soon to fix this issue.
So now you know if you try it and it doesnt work
Giz
Solved!
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Similar situation here.
I received HomeHub 3 this week. Overall, I am pretty satisfied with the new router. The local networking feels quicker due to the gigabit port (connected to gigabit switch). And the wifi reception is better probably due to the intelligent channel selection.
Similarly, I tried to replicate settings from my old HomeHub 2. I wasn't able to setup port forwarding.
The problem is the router in inaccessible using the external IP address.
I contacted BT Broadband Help desk. I spoke to 2 operators. First told me he would investigate and call me back. Never did. Second told me they were untrained to deal with this sort of queries and suggested speaking to the BT Subscription help line.
So, now I know thanks to you. Waiting anxiously for the patch. Hope it will be out soon.
Slava

Using own/Third party Router in place of Home Hub ...

Hi All,
I am trying to help a friend who has upgraded to the BT Infinity service. The house has been fully renovated and cat5 networked throughout. The master socket is located in the basement with the Openreach modem and setup in the standard way :
The aim is to replace the Home Hub 3 with the CISCO RV180 wired router which has full GigaE capability which will link to a 8 port CISCO switch (SG100D-08) and then each port patched into the panel. The Home Hub 3 will then be moved onto the first floor to gain better reception as it is low from within the basement.
I have been trawling around online and I have ascertained that the settings should be as follows :
WAN Internet Connection - Changed to PPPoE
Username - [email protected] (not your unique personal username ?)
Password - BT or PASSWORD (unable to leave blank in this field)
Well, after trying for hours with this setup and config I have been unsuccessful in getting an Internet connection. Can anyone give me any suggestions and hints in resolving this problem. It's really pulling my hair out !
I do not not know whether changing the DOMAIN name and the Routers IP Address to that of the Home Hub 3 (192.168.1.254) will make any difference ? What should be the MTU value ?
Does anyone know if this CISCO RV180 model will work and has had any experiences of it with BT Infinity. The chap from Broadbandbuyer.com said it should be fine !
Any hints and suggestions would be greatly appreciated. Thanks in advance people !

I have seen that thread but wasn't sure if that applies to more 'advanced' CISCO Routers plus I am confused as to how you install that config to the Router ? How do you telnet to it ? Can it be done through a browser ?
http://community.bt.com/t5/BT-Infinity/Infinity-on-Cisco-Router/m-p/149281/highlight/true#M2924
It's odd that settings can be changed on other brands of Routers in the GUI but you have to install some kind of config on a CISCO Router ?

Home Hub 3 - Connection dropping from N to G?

Hello all; I hope someone can help me with this!
I have recently installed the new Home Hub 3 (replacing a Home hub 1). I have it connected by wifi to a Mac which has a built-in 802.11 connection. The reason I changed to Home Hub 3 is that next month I am getting a digital box for the TV which works best using a 802.11 N connection speed.
Normally, the connection is by 802.11 N (I can see this on the Mac SysInfo), and I get a solid 5 bar connection. However, sometimes this drops to 1 or 2 bars, and the wifi speed drops from N to G. When this happens, I cannot change it back to a N speed without rebooting.
Does anyone know what might be causing this? It seems to be random. The computer is not moving, and is only about 12 feet from the Home Hub with clear air in between. Is it likely to be the Home Hub which is causing the change, or the Mac? Is there anyway to "lock" the Homehub to only broadcast on N?
Thanks for any answers.

the only problem changing the BT Home hub 3 wireless channel manually it stops the new software from finding the best channel one of the features of the new hub. they advise this in the product page details (section taken shown below).What i found was to experiment hub positions my example i have 3 story house so i placed the hub on the second floor away from fridge /microwave/ wireless phone etc on the 1st floor. the wireless computers are on floor 2 & 3, it improved reception by 50%. the computer down on floor 1 is connected by ethernet.
Change wireless channel
Your Hub is always monitoring the wireless channel it’s using and if it detects too much
interference it will automatically change to another channel. If you want to manually
change to a channel of your choice, follow the steps below, but this will stop the
automatic channel selection feature.
1 Access Hub Manager by typing bthomehub.home into your web browser.
2 Click Settings.
3 If asked, enter your Hub Admin password. You’ll find this on the bottom of your Hub.
4 In the Basic Settings menu, click Change the wireless channel to avoid interference.
5 Click the Refresh button.
6 Wait a minute for your device to pick up the new channel.
http://btsupport.custhelp.com/ci/fattach/get/1893113/1296055445/redirect/1

Bt Infinity Hub replacment and reseting hub questi...

Hi all
I was wanting to ask a couple of questions about the hub
Q1 I have read many times on here that when people have speed problems to reset the home hub to sort it out. The question is why ? I would of thought reseting the openreach modem would sort out your speeds and not the home hub router as its just a router why would the hub effect your speeds and how does reseting the hubg fix this ?
Q2 I have read that you can use other routers with a wan port to replace the home hib which i own a netgear DGN3700 which i have not tried yet. I herd this can increse or decrease your line speeds is this true and if so how as i thought again the modem would do this and not the router ?
Q3 I have had my bt infinity installed for 3 days and wanted to know is it best to wait for the 10 days for the line to get a fixed speed before replacing the home hub with your own router ot does this not make any difference to your line syncs, can it effect the 10 day line test period.
any help on the subject would be great
thanks
[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/2759601729.png[/IMG][/URL]

what do you mean power the modem ofF with the dsl cable ?
so what your saying is i need a good replacment router to make sure there is no bottleneck to the modem to keep getting my 76mb speeds
i was lokking at the
netgear DGN3700v2
or
Asus RT-AC66U
RT-AC56U
RT-N66U
the bt hub 4 is ok but wanted somthing with a few more options. would there be anyproblems if i replaced the hub 4 ? should i wait till my 10days of line testing to be over first before i replace the router.
you said Hubs appear to slow down sometimes as they are remotely managed by BT via motive.com is this the same for any hub not just BTs hubs.
why are they remotely managed anyway ?
thanks
[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/2759601729.png[/IMG][/URL]

After installed Home Hub 5 my wireless speed drop ...

Hi there.....
I wonder if anyone can help me with this. I got my Home Hub 5 today to replaced my Home hub 3. Once I installed the home hub 5 all my wireless device has dropped to 10mb!
I don"t know what else can I do coz I tried resetting the home hub 5 and change all the setting on the home hub 5 but still only give me 10mb!
Can anyone please help
Kit Kat
Solved!
Go to Solution.

Hi there.............
I have solved the problem why the speed has dropped down to 10 mb on wireless device!
For anyone in the future that upgrade to the home Hub 5 I will like to mention the reason so they know what to do:
Once you installed the home hub 5 , turn it on and add wireless device to it . When you open the browser on your wireless device Bt home hub will pop up the ' parental guide ' page for you to set up . You can set it up or click do not want it then it's will go back to the main web page !
Because some of us who use apple device such as iphone don't use the browers and use the apps so didn't know that .
So once you went through the parental guide page your bt speed on your device will went back to full speed !! All my wireless device went back to normal around 50 mb !!
I hope the above statement will help who ever going to upgrade to home hub 5 soon and will notice why the speed drop so much and what is the reason for it and don't need to mess around with your home hub channel coz just the simple parental guide set up page need to finish the setting !'
Kit kat

Home Hub 3 Signal Boosting

I have a BT Home Hub 3 which is located in a central point in my house, but does not stretch to my bedroom. I have been told that signal boosters do not work with Home Hubs. I have two Apple Airport Expresses - which can pick up the wifi signal in the places my MacBook doesn't but need to be connected by ethernet cable to my MacBook - and have been considering replacing the home hub with an Airport Extreme.
Is this a good idea? Can an Airport Extreme be used in my situation? What other options are there for me? Do any wifi boosters work with Home Hubs?
Thank you for your help.

Hi there
I've been reading a lot about those matters regarding the BT Infinity Home Hub 3 and the Airport Express.
I also have at home the BT modem downstairs and a Airport Express upstairs in the office, although it doesn't work as I thought.
First, the Airport Express can't expand the signal of the BT Home Hub but just reproduce it, and that is my case.
At the present moment, I experience instability problems with my wifi signal in the office, even if I play the Ipod through airport express or print, the signal is always failing.
After reading a lot in the forums here, I think I found the solution, and please correct me if I am wrong:
1) Take 2 powerline adapters, connect one near to BT home infinity and connect the second in the studio, directly to the airport express through a lan cable.
2) Buy another modem to be used as a repeater and put it in between the home hub and airport express, for example a bt home hub 1 or airport extreme or any other modem with a 'n' function.
for example: http://community.bt.com/t5/BT-Infinity/Infinity-Home-Hub-3-0-amp-Edimax-EW-7416APn-V2-Universal/m-p/...
3) replace the BT home Hub 3 modem with another, such as Keith_Beddoe mention in his forum
http://forumhelp.dyndns.info/wireless/hh3replace.html
Can someone confirm if my options are reliable or I will end up with the same problem in the end?
If there is any other info available in the forum that you know, please send me as well.
Thanks,

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.

Home Hub 3b replacement

replaced it with an Asus RT-N66U, some say it is really easy to setup, some say it is hard, for me, I was about to throw it back in the box and take it back for a refund, then it suddenly started working.... typical... but once working, it works without any issues providing you can get your head around the menus and settings.... I'm sure they could have made it easier/simpler
streamed a few youtube videos, over 1 hr each without any dropouts, previously drop outs were between several minutes to 30 mins approx, making watching youtube videos impossible, or any kind of streamed video, it isn't just video, normal surfing, checking emails etc would cause it
come on BT, the Hub is clearly faulty, or is that how you programmed it?
went through 2 HH3B and 1 HH3A, shame really as I think it looks better than the Asus
amyway, pull a finger out BT and sort the Home Hub out! we shouldn't have to purchase a router to replace the HH

as has been posted I have likewise used the home hub since the HH1 with no problems of any type with them
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Replacement BT Home Hub

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