BT investigating Smart Hub woes
Users have reported multiple issues with the router, including the “green light of death”
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