I think my experience with the BT HomeHub reaches new levels of customer dis-service.
I have Orange as my ISP and wanted BT Broadband Talk. Having been told this was no problem the equipment they sent me was incompatible with my Netgear router and to their credit they sent me a HomeHub as a replacement. I followed the simple instructions, entered my Orange user id and password and hey presto everything worked OK, and it has continued to work OK until yesterday when my internet connection disappeared.
Many hours later after having spoken to more people in India that their President I was finally let into their secret. My HomeHub was originally running software version 6.1.1.M until their secret raid on my kit on Sunday night, after which it now runs 6.2.2.6. It was then revealed that the latest version has been specifically written to prevent the HomeHub addressing any ISP other than BTBroadband. Added to which it is not possible to re-load an earlier release and it would be pointless anyway as every time they updated it I would lose my connection.
So with some instructions from a faceless individual who never has to stand and answer to the customer my kit was disabled. No letters or emails, no warnings or apologies, just dead. Their answer when asked what they were going to do about it......nothing. They aren't prepared to give me the necessary access and therefore have nothing to offer as a solution.
Had I been servicing a business with my Talk number or passed it out to many people I would have been very tempted to look for damages as a result of breach of contract. As it is I've just exercised my customer rights and cancelled the Talk contract.
I was a very contented customer and now I'm just really p..... off.
Ian
I think my experience with the BT HomeHub reaches new levels of customer dis-service.
I have Orange as my ISP and wanted BT Broadband Talk. Having been told this was no problem the equipment they sent me was incompatible with my Netgear router and to their credit they sent me a HomeHub as a replacement. I followed the simple instructions, entered my Orange user id and password and hey presto everything worked OK, and it has continued to work OK until yesterday when my internet connection disappeared.
Many hours later after having spoken to more people in India that their President I was finally let into their secret. My HomeHub was originally running software version 6.1.1.M until their secret raid on my kit on Sunday night, after which it now runs 6.2.2.6. It was then revealed that the latest version has been specifically written to prevent the HomeHub addressing any ISP other than BTBroadband. Added to which it is not possible to re-load an earlier release and it would be pointless anyway as every time they updated it I would lose my connection.
So with some instructions from a faceless individual who never has to stand and answer to the customer my kit was disabled. No letters or emails, no warnings or apologies, just dead. Their answer when asked what they were going to do about it......nothing. They aren't prepared to give me the necessary access and therefore have nothing to offer as a solution.
Had I been servicing a business with my Talk number or passed it out to many people I would have been very tempted to look for damages as a result of breach of contract. As it is I've just exercised my customer rights and cancelled the Talk contract.
I was a very contented customer and now I'm just really p..... off.