BT in­ves­ti­gat­ing Smart Hub woes

Users have re­ported mul­ti­ple is­sues with the router, in­clud­ing the “green light of death”

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Users have re­ported mul­ti­ple is­sues with the router, in­clud­ing the “green light of death”.

BT HAS CON­FIRMED it is in­ves­ti­gat­ing pos­si­ble faults with its Smart Hub router af­ter a slew of com­plaints about tech­ni­cal is­sues with the hard­ware.

The Smart Hub – also known as Home Hub 6 – was of­fi­cially launched ear­lier this year, with BT boast­ing it was the most ad­vanced home router on of­fer from the ma­jor ISPs.

Yet, since its launch, on­line fo­rums and Twit­ter have seen a spike in com­plaints about the router fre­quently re­boot­ing, drop­ping con­nec­tions and other per­for­mance is­sues.

One par­tic­u­larly com­mon prob­lem ap­pears to be what’s been la­belled the “green light of death”, where the router en­ters a con­stant re­boot cy­cle but never re-es­tab­lishes a con­nec­tion. A mem­ber of the PC Pro team has had two Smart Hubs re­turned to BT for in­ves­ti­ga­tion af­ter suf­fer­ing from the prob­lem.

Not only have units failed to work prop­erly, but the com­pany has been crit­i­cised for slow re­sponse times and the fact that re­place­ment units have also failed to cor­rect the prob­lem.

“I still don’t have BT broad­band (since 29 April),” read one Twit­ter com­plaint to BT Care on 19 May from Paula Har­vey. “The re­place­ment BT Smart Hub ar­rived to­day (two days late) but that didn’t fix the prob­lem.”

Staff on our sis­ter web­site Ex­pert Re­views have also ex­pe­ri­enced prob­lems with the de­vice. “My Smart Hub started show­ing the ‘green light of death’ and even fac­tory re­set­ting changed noth­ing so they’re send­ing a re­place­ment!” wrote Ed­ward Munn.

Mul­ti­ple causes and so­lu­tions for the is­sues have been pro­posed – one BT Cus­tomer Care fo­rum on the sub­ject runs to 77 pages – but there’s lit­tle con­crete ad­vice for frus­trated users and a se­ries of firmware up­dates seem to have had lit­tle suc­cess in re­solv­ing the sit­u­a­tion.

BT has played down the sig­nif­i­cance of the is­sue, but has ad­mit­ted it is in­ves­ti­gat­ing com­plaints about the de­vice. “BT is in­ves­ti­gat­ing re­ports that a small num­ber of cus­tomers who have a Smart Hub are hav­ing an is­sue with it dis­con­nect­ing or re­boot­ing,” the com­pany said in a state­ment. “The vast ma­jor­ity of our Smart Hubs are work­ing well for broad­band cus­tomers, but we take th­ese re­ported is­sues se­ri­ously and are look­ing at ways to fix this is­sue as quickly as pos­si­ble.”

BT de­nied claims aired on its fo­rums that the com­pany had stopped dis­tribut­ing Smart Hubs be­cause of re­peated prob­lems. “We have been pro­vid­ing the BT Smart Hub to cus­tomers since last sum­mer. It has been con­tin­u­ally avail­able since that time and is avail­able to­day,” the com­pany said.

ABOVE BT has been crit­i­cised for slow re­sponse times and the fact that some re­place­ment units are still buggy

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