topic Re: Smart Hub 3, NOT 2 in Broadband

Smart Hub 3, NOT 2

BT_FTW — Fri, 15 Aug 2025 15:22:25 GMT

Hi, I hope somebody can help..

The BT business app (android on my phone) says I have a Smart Hub 2, but it is a Smart Hub 3

The app won't configure correctly (won't accept my admin password when selecting 'Wi-Fi' from bottom menu).

How best to change app so it says Smart Hub 3?

I'm concerned I do not have the latest firmware for my router (currently r2.72.3-R-1302579-PROD-83002) and I want to make sure it's updated. I believe using the app is the way forward?

Thanks for any help.

Re: Smart Hub 3, NOT 2

BethM — Mon, 18 Aug 2025 12:41:49 GMT

Hi BT_FTW

It sounds like our records have the wrong serial number listed against your Broadband service. If you contact our technical team with the correct details, they should be able to request this to be updated. Please let me know how you get on

Re: Smart Hub 3, NOT 2

BT_FTW — Tue, 19 Aug 2025 11:46:57 GMT

Time Zone : Europe/London
Chat Started : Tue, 19 Aug 2025 08:36:08

(Tue, 19 Aug 2025 08:36:08) BT Virtual Assistant : How can I help?

(Tue, 19 Aug 2025 08:38:43) ME : Hi, I hope you can help. As per:
https://business.forums.bt.com/t5/Broadband/Smart-Hub-3-NOT-2/m-p/95266/emcs_t/S2h8ZW1haWx8bWVzc2FnZV9zdWJzY3JpcHRpb258TUVIM1ROWFlQUVJLSDh8OTUyNjZ8U1VCU0NSSVBUSU9OU3xoSw#M18386
The BT business app (android on my phone) says I have a Smart Hub 2, but it is
a Smart Hub 3 The app won't configure correctly (won't accept my admin password
when selecting 'Wi-Fi' from bottom menu). How best to change app so it says
Smart Hub 3? I'm concerned I do not have the latest firmware for my router
(currently r2.72.3-R-1302579-PROD-83002) and I want to make sure it's updated.
I believe using the app is the way forward? Thanks for any help.
Image: Image of router serial number attached

(Tue, 19 Aug 2025 08:38:43) BT Virtual Assistant : Hello, I'm your BT Business Virtual Advisor. So we can find the best team to
help, what’s the main reason for getting in touch today?

(Tue, 19 Aug 2025 08:38:57) ME : Fix a fault
TextPostBack: Fix a fault

(Tue, 19 Aug 2025 08:38:58) BT Virtual Assistant : is your fault related to Broadband, email, Pre Digital Phoneline or traditional
landlines?

(Tue, 19 Aug 2025 08:39:04) ME : Yes
TextPostBack: Yes

(Tue, 19 Aug 2025 08:39:04) BT Virtual Assistant : First, please tell me the name of your business.

(Tue, 19 Aug 2025 08:39:16) ME : My Business

(Tue, 19 Aug 2025 08:39:16) BT Virtual Assistant : Can you also confirm the first line of the address and postcode?

(Tue, 19 Aug 2025 08:39:30) ME : My Address

(Tue, 19 Aug 2025 08:39:30) BT Virtual Assistant : Thank you, please also tell me your full name.

(Tue, 19 Aug 2025 08:39:38) ME : My name

(Tue, 19 Aug 2025 08:39:38) BT Virtual Assistant : In order to find your account, please enter either the account number,
telephone number, order reference or incident reference.

(Tue, 19 Aug 2025 08:40:46) ME : My Acccount number

(Tue, 19 Aug 2025 08:40:47) BT Virtual Assistant : To confirm your identity, I’ll need to send you a one-time PIN. What’s your
registered e-mail or mobile number for this account?

(Tue, 19 Aug 2025 08:41:00) ME : My email address

(Tue, 19 Aug 2025 08:41:01) BT Virtual Assistant : Sorry I've not been able to generate the PIN, let me get you through to an
agent to help further.

(Tue, 19 Aug 2025 08:41:01) BT Virtual Assistant : Just transferring you through to the next available agent now.

(Tue, 19 Aug 2025 08:45:59) ME : ok, thank you.

(Tue, 19 Aug 2025 08:54:28) BT Virtual Assistant : Hey! I hope you are having a great day, how may I help you today?

(Tue, 19 Aug 2025 08:55:23) ME : waiting for an agent as per your last message to me.

(Tue, 19 Aug 2025 08:55:37) BT Virtual Assistant : You are now connected to an agent

(Tue, 19 Aug 2025 08:56:03) ME : ahh, perfect..

(Tue, 19 Aug 2025 08:56:15) ME : Hi, I hope you can help. As per:
https://business.forums.bt.com/t5/Broadband/Smart-Hub-3-NOT-2/m-p/95266/emcs_t/S2h8ZW1haWx8bWVzc2FnZV9zdWJzY3JpcHRpb258TUVIM1ROWFlQUVJLSDh8OTUyNjZ8U1VCU0NSSVBUSU9OU3xoSw#M18386
The BT business app (android on my phone) says I have a Smart Hub 2, but it is
a Smart Hub 3 The app won't configure correctly (won't accept my admin password
when selecting 'Wi-Fi' from bottom menu). How best to change app so it says
Smart Hub 3? I'm concerned I do not have the latest firmware for my router
(currently r2.72.3-R-1302579-PROD-83002) and I want to make sure it's updated.
I believe using the app is the way forward? Thanks for any help.
Image: Image of router serial number attached

(Tue, 19 Aug 2025 08:56:16) BT Virtual Assistant : Hello

(Tue, 19 Aug 2025 08:57:13) BT Virtual Assistant : Firstly, I apologize for the inconvenience you're experiencing. We strive to
ensure none of our customers face such issues. Let me take responsibility for
this and resolve it as quickly as possible.

(Tue, 19 Aug 2025 08:57:36) ME : Is this a real person?

(Tue, 19 Aug 2025 08:58:08) ME : It shows you as the BT virtual assistant?

(Tue, 19 Aug 2025 09:00:21) BT Virtual Assistant : I am a real human being

(Tue, 19 Aug 2025 09:00:39) BT Virtual Assistant : It set as BT virtual assistant as a default

(Tue, 19 Aug 2025 09:00:48) ME : ok, thank you.

Re: Smart Hub 3, NOT 2

BT_FTW — Tue, 19 Aug 2025 11:49:46 GMT

(Tue, 19 Aug 2025 09:02:07) ME : Do you need any other information from me?

(Tue, 19 Aug 2025 09:05:21) BT Virtual Assistant : Yes

(Tue, 19 Aug 2025 09:05:34) BT Virtual Assistant : I am sorry but your business name is not matching with our records please check
your bill or go to www.business.bt.com and confirm the accurate information as
per that, so we can proceed further.

(Tue, 19 Aug 2025 09:07:05) ME : Just checking now

(Tue, 19 Aug 2025 09:07:36) ME : My account details

(Tue, 19 Aug 2025 09:08:21) ME : My email address

(Tue, 19 Aug 2025 09:08:34) ME : What else do you need?

(Tue, 19 Aug 2025 09:11:25) ME : But that's the same as the info I have already given you? What else do you need?

(Tue, 19 Aug 2025 09:12:57) BT Virtual Assistant : An element is missing from the first line of address please check your bill or
go to www.business.bt.com and confirm the accurate information as per that, so
we can proceed further.

(Tue, 19 Aug 2025 09:14:08) ME : My address

(Tue, 19 Aug 2025 09:14:33) ME : You were missing the word 'unit'?

(Tue, 19 Aug 2025 09:17:28) BT Virtual Assistant : I cannot tell you that

(Tue, 19 Aug 2025 09:17:46) BT Virtual Assistant : As it's a part of our verification process

(Tue, 19 Aug 2025 09:21:23) ME : This is unnecessarily slow - it has been 45 minutes so far. Can you call me to
discuss this issue?

(Tue, 19 Aug 2025 09:21:43) BT Virtual Assistant : Sure

(Tue, 19 Aug 2025 09:22:19) ME : My phone number

(Tue, 19 Aug 2025 09:27:12) BT Virtual Assistant : Thank you

(Tue, 19 Aug 2025 09:31:51) ME : Any idea when I can expect the call please?

(Tue, 19 Aug 2025 09:46:08) BT Virtual Assistant : I am arranging it

(Tue, 19 Aug 2025 09:46:46) ME : ok, thank you. Do you have a name or incident number please?

(Tue, 19 Aug 2025 09:56:57) ME : Hi there, just checking we're still connected?

(Tue, 19 Aug 2025 09:59:14) BT Virtual Assistant : Yes we are still connected

(Tue, 19 Aug 2025 09:59:26) ME : ok, thank you. Do you have a name or incident number please?

(Tue, 19 Aug 2025 10:08:42) BT Virtual Assistant : I am just working on it

(Tue, 19 Aug 2025 10:09:23) ME : ok, thank you. Please let me know a name or incident number when you can. Thank
you.

(Tue, 19 Aug 2025 10:20:24) BT Virtual Assistant : Sure

(Tue, 19 Aug 2025 10:26:19) BT Virtual Assistant : I'm sorry, but as I'm part of a chat-based team, I don't have the ability to
call you.

Re: Smart Hub 3, NOT 2

BT_FTW — Tue, 19 Aug 2025 11:50:42 GMT

2 hours wasted - I guess I need to call them to set this up?

Re: Smart Hub 3, NOT 2

BethM — Tue, 19 Aug 2025 11:52:16 GMT

Hi BT_FTW

You can call on 0800 800 154 or send me a private message with the account details and I can have a look myself

Re: Smart Hub 3, NOT 2

BT_FTW — Tue, 19 Aug 2025 12:10:07 GMT

Thank you very much for the offer to help, it's appreciated.

I have support tried again by whatsapp and talked to a friendly chap called Shovan. He can't find the router on the system so is reporting this to end support team, so probably best to leave them to it for a few days.

Thanks.