Why was my order to replace a faulty Home Hub canc...

Having been told last Thursday by one of BT's technical support team in India that my Home Hub was faulty, I was assured that I would receive a replacement within a couple of days, followed by a phone call between 2 and 3 pm yesterday afternoon to ensure that it had arrived safely.
As I received neither a replacement Hub, nor the phone call, I contacted them again this afternoon, only to be told that my order had been cancelled "for technical reasons", and the representative to whom I was speaking seemed unable to explain why this had happened, and just kept apologising.
She has now placed another order, and this time has given me the actual order number, but has told me that I will now have to wait another two or three days, during which time my broadband is still almost unusable.
This is NOT the level of service I expect to receive from BT, and I would like to escalate my complaint.

then to get an engineer who carries the modems you will need to agree the terms - charge if your fault before they will arrange an appointment 
don't know if this helps  http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

  • Faulty Home HUb 3.

    Why was this post removed ?
    Solved!
    Go to Solution.

    Hi Terryb
    I sent you private message if you can check it, it will provide a full explanation why it was removed and an offer of help regarding the issue experienced with your hub 3.
    Thanks
    Stuart
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Faulty Home Hub 5?

    Just bought a , supposedly, new HH5 - Type A - off ebay & I'm inclined to think it's faulty plus I've a question about it.
    Problem.
    I've defined my own SSIDs but can't break the link between the 2.4ghz & 5ghz bands as every time I click on the 5ghz tab the router reboots.
    It's running firmware 4.7.5.1.83.8.173.1.6 if that's relevant. Think I've put the full stops in the right places.
    This surely must suggest it's faulty.
    Question.
    On all my recent routers I've been able to allocate fixed IP addresses outside of the normal DHCP range & when the device connects to the router DHCP assigns that fixed address.
    I can't see how to do that within the HH5 - is there a way?
    Solved!
    Go to Solution.

    You can use IP addresses outside of the DHCP range, but they have to be defined on the device itself. The home hub can only allocate IP addresses from its DHCP scope, and there is no way to actually reserve specific IP addresses within this range.
    http://forumhelp.dyndns.info/networking/staticip.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.

  • Why was my order cancelled?

    Hi, 
    I ordered my package on 14/05/13 then later that day received an email confirming my oder and received an activation date 21/05/13. Today 16/05/13 received an email stating "order cancelled" i don't get this i haven't cancelled my order and don't plan to, could one of your friendly team please help me with my order. Thank you

    Unfortunately, the "friendly team" here is just a bunch of other BT customers.
    BT have a habit of just cancelling orders if there's some problem providing the service (and the problem usually involves Openreach).  They often don't think to tell the customer what the problem is.  You need to contact sales to find out what happened.

  • 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.

  • Why was I lied to by in store reps and treated as if I did something wrong when trying to get a faulty phone less then 6 month old replaced?

    I am writing to say I experienced the worse customer service ever from one of your stores!!!  Not just the reps but both the day and night manager both were very rude to me, I am not going to saying I was a happy camper in talking to them but you are more then welcome to pull up the recodings and see that I was not being out of bounds with them....expecially after waiting over an hour to be seen in person then being lied to and calling back mad then next day!  I have a Note 3 I purchased about 4-6 months ago that the screen went dead on.  The phone still turns on and makes noies and recieves messages but will not light the screen up.  I took it in the the Murrieta store last night about 830pm, after reading online that you can bring it back to any verizon wireless store for refurbished replacement.  Well after checking in and witing till about 930pm (30 mins after closing) I was seen and given the 3rd degree about how I broke the phone.  The representitive went thru the phone for 20 mins and continue to throw out ideas of how I broke it and hows it possible I could break it and again would ask if I broke it.  After the 5th time stating I did not break it he look up my phone number and pulled my account (a while later we started) and stated he could get me a replacement by Tuesday of the following week, well that was a Thursday night and I was going out of town that friday so I explined that does not work and I need a phone ASAP.  He then explianed I could pay for overnight delivery, I refused to pay for any charges as it was not my fault the phone was broken,  He stated a manager could possibly waive the charge.  I asked to speak to the manager, he coninued trying to help me for another 5 mins to which I eventually said can I just speak to the manager.  He went and asked the manager to come over who was already dealing with another irrate customer.  After waiting another 5-10 mins the manager came over and rudley asked how can I help you.  I explained where we were in our transaction and that I was very unhappy.  She rudley informed me that all they can do is ship the replacment and if I wanted they would ship to a venture store (my weekend destiation) and I could go piock it up from there and that it.  I informed her that the rep has already offered overnight to my house by 1030am but I needed her to pay for the charges.  She said fine she would and was very short and rude about it.  At this point I was ****** and told her I felt she was being very rude and short to me and I understand she just dealt with an irrate client but I had been waiting well over an hour at this point for something turns out I could have done over the phone or should have as your stores dont offer in store replacement (I was told that a policy and they have no idea why the website would say come to the store but its wrong).  I also informed her that it was a product I bought from your company that was giving me trouble due to it being faulty and its an inconvenence to me THE CUSTOMER....not the other way around.  She said she was doing all she could do and could do no more.....NEVER once in the conversation did the manager offer her apologizes for my troubles, even after I stated she was being rude and I was very unhappy with her level of customer service in this problem with a warrantied item.  I excepted the 1030am next day delivery and left.  Well I was unhappy but left anyways and now its 1130am I go to check status of package and it says monday by 530pm delivery??????  So I called the store informed the day manager on duty (David <<Last name removed>>) I was lied to about a needed delivery of replacement and explained that I am very unhappy.  Well turns out he had the staff listening on speakerphone as he informs me the staff remembers it differently and the manager on duty last night went above and beyond her duty by paying for my shipping and helping me.  Then went on to say my screen was cracked via the notes shown which was never shown to me and they did not even have to help me as I did not have insurance.  I explained the rep the night before spent 30 mins trying to find how I broke the phone and why I could have broke it to which he found nothing with the phone but apparently still put in the notes he found a pressure crack.  I asked the manager if its the policy to just assume the thing is broken by the client to which he said YES, we have an extensive history with these devices and we are usually right in out ASSUMPTIONS!  I informed him I was very unhappy and he was not a part of the conversation last night and to tell me his rude night manager went above and beyond was siding with his employees far beforing doing any research into the matter having only heard what his employees were talking about as I was explaining.  He did not seem to care and explained that your policy are very strict and your employees must adhere to them to, guess this includes lieing to customers to get them out of the store.  At this point I got his info as I seen the level of his customer support and service and hung up.  This really makes me question the 15 year relationship I have had with Verizon Wireless!!!  I now am leaving my family alone for the weekend and I have no form of communication as I will be on a boat off the coast of Ventura for 3 days......and I am left to think my best hope is to have a phone monday evening that I will mostly be charged full price for as the rep stated the phone he is replacing is broken........am I correct in this assumption.......Verizon Wireless Admin Verizon Wireless Customer Support
    Message was edited by: Verizon Moderator

    Sorry, I don't believe you when you say you don't work for the VZW.
    Believe me or don't. That's simply up to you.
      You are trying to explain to me that they could have just kick me out after
    hours (even though I was there atleast 30 mins before closing, was checked
    in and asked to wait)
    No business is obligated to assist you after hours.
    and that my phone probably is broken (even though the
    rep could find nothing wrong and could show me nothing wrong still noted in
    the notes it was broken)....sure sounds like a vzw rep to me.
    I sure hope that, for your sake, that the phone is not broken.
    You are assuming I was told of charges.....
    At some point you were told of the charges because you mentioned them in your original post.
    you also assume I was irrate and
    demanding from the start....
    In my 20 years of retail experience and dealing with customers I don't assume that you were irate. I am confident of that. I could tell from your original post that you were not an easy customer to deal with.
    the website clearly states come to store for a
    refurbished phone if your phone has a warranty issue which is what I did.
    Can you post a link to this information on the website?
    I will give you that you are very articulate in your answer (Thank you) but completely
    unhelpful and ignore the fact that I was told something which now you make
    me believe even more was done intentionally. 
    What does this even mean?
    You say nothing can be
    overnighted after 5pm....then why was made that promise?
    FedEx has certain times that they can abide by for overnight shipping.
    To get me to go
    away?
    Yes because it was 30 minutes after the store closed and they wanted you out of there.
    There is policy and I understand that but there is also a thing
    called customer service and thats what not what I received.
    You obviously don't understand that there is policy or you would not have treated the employees the way that you admittedly did in your original post.
    You get what you give. You will always attract more flies with honey than with vinegar.

  • V4 replaced my v3.6 then would not work on Mac X 10.4.11 why was there no warning, Now I've lost all my bookmarks

    I did not get a warning that v4 would not run on Mac X v 10.4.11
    As a result when I replaced my v3.6 with v4 it would not boot up and I got an error message that it would not run on my system.
    Now I have lost all my book marks and references that were on v3.6
    Foxfire should have put a warning that it was not a universal replacement for v4 and would crash most Mac X v10 systems.
    Why was there no warning???

    Thanks for the help.
    I grabbed an older version of Foxfire 3.5.17 off a friends computer and it booted up great. It ever retrieved all my old bookmarks that I thought were lost.
    Yes, you are correct. My Motorola Mac X with system 11.4 will not run the new Foxfire 4.0.
    I only wish Foxfire would put a warning on the system requirements for 4.0.
    They also need to provide a much better library of downloads for older versions of Foxfire, with an easy link on the Foxfire.com opening page.
    Thanks again for your assistance.

  • Why was my appraisal amount higher? I finally was able to get through and pre-order my phone..I pressed submit, made me enter everything again.. Now it's $50 lower..

    Why was my appraisal amount higher? I finally was able to get through and pre-order my phone..I pressed submit, made me enter everything again.. Now it's $50 lower.. Now I am only getting $200...

        Ckacz26,
    Oh no! We're so sorry about the confusion here. All Trade In quotes are subject to change at any time. Currently that particular phone is valued at $171.00, and the value is increased to $200.00 if you're participating in the special trade in offer for the iPhone 6 and 6 . It's possible that the value changed during your pre-order interaction, which is what prompted you to re-enter all your info.
    SarahO_VZW
    Follow us on Twitter @VZWSupport

  • I pre order Iphone 6 this morning. Why was I charged a $30 upgrade fee when I havent been in a contract for almost 2 years? Also will they divide the price of the device over several bills like they have for me in the past?

    I pre order Iphone 6 this morning. Why was I charged a $30 upgrade fee when I havent been in a contract for almost 2 years? Also will they divide the price of the device over several bills like they have for me in the past?

        Hi there nursegrl02! We can help here with your questions regarding the upgrade fee and device charge. The upgrade fee is a one time fee that is applied when upgrading with a 2-year contract. If you pre-order with a two-year contract, you would need to add a credit card to your order as you will be charged for the device once it ships out. If you happen to purchase the iPhone with Verizon Edge, there is no upgrade fee. You will also be billed for the device in installments. You may have to pay a down payment with Edge.  Go to vzw.com/edge for more information.
    Did you upgrade with Verizon Edge or our Device payment plan in the past? If so, that is most likely why you were not charged an upgrade fee.
    Let us know if you have further questions.
    Thank you,
    LenaA_VZW
    Follow us on Twitter @VZWSupport

  • HT3702 Why was my card charged today and nothing was ordered today

    Why was my card charged today and nothing was ordered today

    We are fellow users here on these forums, we won't know why. If you log into your account on your computer's iTunes via the Store > View Account menu option, you should then see a Purchase History section with a 'see all' link to the right of it. Click on that and you should then see a list of the purchases on your account.

  • Why was a loyal customer banned from online purchases without even a warning or a phone call?

    Today I tried to use 10 gift cards online to purchase another gift card. I want to be clear. In doing so there was no warning or deterent for me to try and do so. I tried was because I read a response from BB Social Media Specialist John-BBY that it could be done in the store: http://www.forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Can-you-combine-best-buy-gift-cards/td-p/86... So I figured why not see if it works online. The order was processed and then canceled. I then tried to order a portion of a larger gift card with some of my existing giftcards and then put the rest on my credit card (which has the same billing address as the shipping address for the delivery) and it was canceled again. I am not a theif nor am I trying to launder money. I am simply trying to combine the gift cards my wife and I have aquired (many of which we only have the number and the pin for) so that I can purchase 1 large item at BB. I know I can only use the numbers + pin at bestbuy.com. I cannot use them in the store as I do not have a physical card nor an e-gift card with a bar code.
    Because I am not doing anything illegal or trying to fraud anyone, I promptly called BB on the phone to make sure they know I am really me. I spoke with a nice rep who while pleasant enough, gave me the unfortunate news that my bestbuy.com purchasing privileges have been revoked?! That there was nothing that she could do. That now I have to wait 5-7 days while it is reviewed by the risk department. My case number is {removed per forum guidelines}. This seems EXTREME right?! Why if you have no GLARING public warning at checkout would you cancel ALL of my privileges to purchase online? I write software for a living. This is clearly a CATCH all fraud mechanism built into your sales system. Why don't you just put an error message on the order form saying that you are not allowed to purchase giftcards with giftcards online? Writing, testing and releasing the code for that simple error message would take a fraction of the man hours that "investigating" my single case is going to take. Let alone the possibly hundreds of other customers that you put through this rigamarole. Without any warning how are people supposed to know?!
    I am certainly not a new bestbuy customer. I have a fantastic purchase history by any retailer's standards. Especially one with such heavy competition. I am a "MY" Best Buy member. I have the Best Buy credit card. I have bought things at bestbuy.com over and over again for 5+ years! What better shining example of a loyal customer do you want?! This is a HUGE pain in my butt. I simply want to use my 12 gift cards of varying balances to purchase 1 single product. What can you do for me? The customer satisfaction/social media PR team has to be able to do something. A resounding "Our hands are tied" sounds like a real loud lack of trying. In anyone's mind (employee or not) if no one can help me this has to be seen as a huge let down of a loyal customer and a understandable reason for me to start bringing my business elsewear. I don't think I have ever been treated like this by Amazon.

    Hello jsanford,             
    Placing an online order with us should be a relatively easy process, so I can imagine your surprise to find your order unexpectedly cancelled after being a long time customer with us. It sounds like you’ve been put through the ringer just trying to figure this out on your own, and it’s disappointing to hear we’ve been unable to explain what we can do in order to assist you. I apologize for any frustration this may have caused, and I appreciate the opportunity you’ve provided us to clarify the situation at hand.
    While never ideal, there are times when we regrettably must cancel an online order from our end for various reasons. While we are unable to elaborate further as to why your specific order was cancelled, please feel free to view our Conditions of Use that were agreed upon by placing an order with us.
    Having said that, we are only able to accept up to 10 gift cards per transaction on BestBuy.com, and this could explain why you were unable to combine all 12 of your gift cards at one time. If you wish to do so, I’d suggest visiting your local store as they may combine up to 15 at one time. It’s understandable how this would be problematic though if you no longer have a physical copy of some of your gift cards, so I’ve sent you a private message to gather some additional information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
     I hope to hear from you soon,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • HT201359 I purchased the program from before, why was the discount amount on a program previously purchased

    I purchased the program from before, why was the discount amount on a program previously purchased
    Item     Developer     Type     Unit Price
    Learn English with busuu!, A1 - Beginner
    Report a Problem      Busuu Limited      In App Purchase     $4.99
    Order Total:     $4.99
    Please retain for your records
    Please See Below For Terms And Conditions Pertaining To This Order.
    Apple Inc.
    You can find the iTunes Store Terms of Sale and Sales Policies by launching your iTunes application and clicking on Terms of Sale or Sales Policies
    Answers to frequently asked questions regarding the iTunes Store can be found at http://www.apple.com/support/itunes/ww/
    Apple ID Summary •  Purchase History
    Apple respects your privacy
    Information regarding your personal information can be viewed at http://www.apple.com/uk/privacy/
    Copyright © 2011 Apple Inc. All rights reserved
    <Personal Information Edited by Host>

    Sorry, but I don't understand your question. What "discount amount" are you referring to?

  • Why does a find and replace method remove whitespace?

    I have method that searches for a string in a FM document and replaces it with a variable. If for example, there was a string foobar that I wanted to replace with the variable barfoo. Then, I expect this text:
    Lorem ipsum dolor sit amet, foobar consectetur adipiscing elit. Vivamus sed purus urna, ac tristique tortor. Nam auctor tellus non enim pulvinar a vestibulum neque tincidunt.
    To be changed to this text:
    Lorem ipsum dolor sit amet, barfoo consectetur adipiscing elit. Vivamus sed purus urna, ac tristique tortor. Nam auctor tellus non enim pulvinar a vestibulum neque tincidunt.
    However, while the text does do the replace it also removes the whitespace between the variable and the text that appears right after the variable so it actually looks looks like this:
    Lorem ipsum dolor sit amet, barfooconsectetur adipiscing elit. Vivamus sed purus urna, ac tristique tortor. Nam auctor tellus non enim pulvinar a vestibulum neque tincidunt.
    Why is the find and replace method removing the whitespace and how do I prevent that from happening? The method is provided below.
    function FindAndReplaceString(pDoc, findString, replaceVariable)
        if (typeof pDoc != 'undefined'&&typeof findString != 'undefined'&&typeof replaceVariable != 'undefined'&&pDoc.ObjectValid()&&findString.length>0&&replaceVariable.length>0)
            var vVarFmtStatus=checkVarFmStatus (pDoc, replaceVariable);
            if (vVarFmtStatus=='In Doc')
                var tr = new TextRange();
                var findParams = new PropVals();
                var frame = pDoc.MainFlowInDoc.FirstTextFrameInFlow;
                var restoreTR = pDoc.TextSelection;
                tr.beg.obj = tr.end.obj = frame.FirstPgf;
                tr.beg.offset = tr.end.offset = 0;
                findParams = AllocatePropVals(1);
                findParams[0].propIdent.num = Constants.FS_FindText;
                findParams[0].propVal.valType = Constants.FT_String;
                findParams[0].propVal.sval = findString;
                tr = pDoc.Find(tr.beg, findParams);
                var vLoopCounter=0;
                while(FA_errno === Constants.FE_Success&&vLoopCounter++< 1000)
                    pDoc.TextSelection = tr;
                    pDoc.Clear(0);
                    var newVar = pDoc.NewAnchoredFormattedVar(replaceVariable, tr.beg);
                    var varLength = newVar.TextRange.end.offset - newVar.TextRange.beg.offset;
                    tr.beg.offset += varLength;
                    tr = pDoc.Find(tr.beg, findParams);
                if (vLoopCounter>0)
                    Log (vLogFileName, 'In the document \''+pDoc.Name+'\', the string \''+findString+'\' was replaced with the variable \''+replaceVariable+'\' '+vLoopCounter+' times.\n')
                if (vLoopCounter>1000)
                    recordErrors (vErrorLog, 'ERROR: In the document "'+pDoc.Name+'", the find and replace operation was stopped after executing '+vLoopCounter+' times. The term being searched for is "'+findString+'" the replacement variable is "'+ replaceVariable+'".')
                pDoc.TextSelection = restoreTR;
                pDoc.ScrollToText(restoreTR);
                } else {
                    recordErrors (vErrorLog, 'ERROR: The find and replace operation failed because the variable '+replaceVariable+' does not exist in the following doc: '+pDoc.Name)
            } else {
                recordErrors (vErrorLog,'Invalid or unitialized parameter passed to function FindAndReplaceString')

    Hi,
    Not at the moment. Please post in http://forums.adobe.com/community/muse/ideas so other users can vote on the feature request.
    Thanks,
    Abhishek

  • Why was my question deleted without being answered?  Broken screen want to erase internal memory

    Why was my question deleted without being answered?  I thought this was a help board.
    my droid razr's screen is broken and not responsive. I want to delete the internal memory, passwords, pictures, ect before sending it back to verison in exchange for the warranty replacement.
    Thanks

        Hi mountain444!
    Sorry to learn of the fate of your RAZR. No worries, I can help you erase the device. You would simply do a master reset. I know you can't see the screen, and this is why there is a Preferred Method for this, as well as an Alternate Method. Please follow the steps for the Alternate Method listed below. Thanks!
    http://support.verizonwireless.com/support/devices/knowledge_base.html/49625/#alt
    ChristinaB_VZW
    VZW Support
    Follow us on Twitter @VZWSupport

  • Request for Procedure to replace a faulty hard disk on X1070 hardware

                       Hi,
                       Can I get a procedure document on how to replace a faulty hard disk setup up in RAID 1+0 configuration and the applaince is setup to be part of a cluster. 
    Regards,
    Many Thanks

    Were you able to get the information you need on the faulty drive?  The drives are hot swappable, except on X150/X160 appliances.  Replacing the drive should automatically kick off the rebuild, and should not have any impact on clustering.
    Just open a support case with TAC, and we can swap out the drive, if you are still under contract.
    Incase the full KB article was reachable...
    The full eKB can be found:
    https://ironport.custhelp.com/app/answers/list
    The drives on a 1U IronPort appliance will no longer be replaced.  Instead, a replacement device will be shipped for any RAID issues.  This applies to the C1xx, M160 and S160 devices.
    To replace a drive on a 2U IronPort appliance:
       1. While the system is running normally, unlatch the original drive and slide it out.
       2. Slide in the replacement drive and latch it into place.
    To replace a drive on C170 and S170, please kindly see the below document link:
    KB article 1815
    After a short time, the lights will begin blinking indicating the RAID container is being rebuilt. While the rebuild is happening, you may receive more RAID alerts - this is normal. The rebuild may slow mail throughput on busier systems, but otherwise has no effect on normal operations. This process can take a few hours. After it is completed, the RAID alerts should no longer occur unless there is a new issue.
    Note: If two or more drives have failed, replace only one drive at a time! Do not replace the next drive until the Rebuild is complete. This can be monitored from the 'version' CLI command
    Note: For instructions on how to return IronPort hardware, see KB article 138.
    Hope this helps!
    -Robert
    (*If you have received the answer to your original question, and found this helpful/correct - please mark the question as answered, and be sure to leave a rating to reflect!)

Maybe you are looking for