Hub BT2700HGV - Losing Settings - Widespread Problem?

[fifex]

Hi

I joined this forum to see if others were having the same issue as me and hopefully get a response via the forum from BT as phoning customer support is totally pointless.  

Who else has experienced the router losing settings and resetting to the factory defaults ?

There are a number of posts in here already but if we can get them all in one thread maybe BT will respond!

Paul 

[markp]

Hi Paul,

If your business hub is loosing its settings/returning to factory defaults, it could be that the hub itself is faulty and needs replaced. If you contact our helpdesk they can look into this for you.  Here is the helpdesks contact options.


Regards

Markp

[fifex]

Hi Mark

Thanks for the reply but I have already called the helpdesk when this problem started happening and I was told that as we had a working internet connection with the deafault settings that it wasn't BT's responsibilty that our settings were being lost. I was told if I wanted the router replaced I would have to pay for a new one , which I am not prepared to do.

As this problem seems to come up repeatedly on this forum what is BT doing to address this issue?

Bearing in mind that this is a Business platform and most users will rely on internet access in some form does BT think it is acceptable to expect users to have to redo their specific settings on a regular basis? Also if the settings allow access from outside of your work place this can cause a real problem.

Paul 

[markp]

Hi Paul,

Something for you to try,

remove the router from the ADSL line, then factory reset the router and input your specific details/settings into the router.  Once this is done re-connect the router back to the line.  If the router is still loosing its setting, contact the helpdesk and advise of what you have done as it would be a faulty router and needs replaced.

Regards

Markp

[vaughan]

I have the same problem, and it happened again this morning for probably the 10th time in 6-months.  I have had enough now and will be phoning support later to demand something is done about this. I would be on the phone now, but as a result of the loss of settings I'm about 2hrs behind schedule with work today.

We are a small company and povide a service to some of our clients via Web Server (port 80).  Everytime the router reboots the Add Additional Network button becomes unticked, and most of the time all the settings are lost. This means all our machines do not work with their static ip addresses, and even when I set the additional network up again, I have to rename all the machines, and setup all the firewall rules again.  This has ment our clients have not been able to access the services we provide to them several times, and has also prevented me from using remote access when on client meetings. I expect I will be offered another HGV2700 router, but will be a waste of time as I've lost count of the number of those I have had replaced now for various reasons.

This is totally unacceptable, so many people have the same problem, BT should supply equipment good enough to provide a level of service that the broadband is intended for.

[fifex]

Hi Vaughan

Thanks for the reply.

I was hoping to get some momentum in this thread so BT will maybe accept that this is a problem that needs to be addressed.

I think there is a new version of the Hub (2701) now but haven't been able to get confirmation of whether this has a configuration backup facility (as any router should have).

Can anyone from BT confirm that the new 2701 has a backup facility?

If this isn't available BT should provide details of 3rd party hardware that works for their services and offer a discount to customers wishing to use one.

Paul 

[fifex]

Hi

Why is it that when you ask a specific question on these forums nobody from BT seems to reply?

I have asked twice now if anyone from BT can confirm if the newer version (2701) of the buisness hub has the facility to backup user settings?

If I can get an answer to that I will take the time to call the helpdesk otherwise I suspect I will get the same answer as last time!!

Paul

[markp]

Hi Paul,

I am sorry to that the  Business hub 2701 does not have a facility to save the settings/configuration within it.

Regards

markp

[fifex]

Hi Mark

Thanks for the reply. While I'm disappointed that it doesn't have that feature at least I know there is no point calling the helpdesk.

Is there any reason a 3rd party router wouldn't work with the hosted VOIP ?

Cheers

Paul

[markp]

Hi Paul,

I have spoken to out VoIP helpdesk and they have advised that you can use a 3rd party router with hosted VoIP, but if there are any problems they would not be able to help configure a non BT router.  They have also advised that some 3rd party routers don not work very well with hosted VoIP.

Regards

markp