I understand from your e-mail that you suspect the BT Home Hub is faulty. You wish to about the replacement of BT Home Hub. I am here to answer your query.
BT Home Hub can be replaced only if all the steps do not resolve the Hub to function properly.
1. Website does not work.
2. If none of the lights on BT Home Hub glow.
3. Only if data light on it is 'ON'.
4. If all lights on BT Home Hub glow permanently.
Please perform the basic troubleshooting steps to restore the connection. Power cycle your computer and BT Home Hub:
1. Shut down the computer.
2. Shut down the BT Home Hub.
3. Unplug all cables from BT Home Hub.
4. Unplug all cables from BT Home Hub.
5. Wait for 10 seconds.
6. Plug all cables back in.
7. Turn on home hub.
8. Turn on computer.
Ensure that the BT Home Hub is switched on. To reset the BT Home Hub to its factory settings you need to press and hold the ‘Wireless Association Button’ on the BT Home Hub’s back panel for at least 15 seconds – then release it. The reset process may take several minutes. The BT Home Hub is reset and ready for normal use only when the Broadband and Internet lights are steady green.
After a few minutes the BT Home Hub will be reset back to factory defaults. Now, please try accessing the Internet. Please try to access both the BT Home Hub and phone simultaneously. If, however, your issue is outstanding, please reply back to us with your convenient date and time to arrange for a call back. One of our technical advisors will call you back to assist with this issue. I appreciate your patience and understanding.