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/S2h8ZW1haWx8bWVzc2FnZ...
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/S2h8ZW1haWx8bWVzc2FnZ...
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.
