Expert Setup
[Expert Setup]:
http://simp.ly/publish/0Bfqnn
# Generic update for most tasks:
"I arrived to find the take-away closed. I tried the door but it was locked. Knocked for about 10 mins but no one was around. Please re-schedule when site access has been arranged". Thanks.
Support Number for engineers: Provision and Repair - 0800 032 9109.
==Ordering WIFI Extenders:==
As per Harry Oulton 12/07/2021 14:15:30, To order some discs:
Log onto [EASC]
https://eascprod.nat.bt.com/eStoresServlet?operation=login (no longer works?)
New site?
https://www.score.bt.com/order-management/store/order-services
Class of Work (COW):
SMST.
Change OUC to:
''NDZB2''.
Click on "Lines" Tab.
Item Code:
101226 (BTBUSINESS Complete Wi-fi DISC 11 in a box.).
Hub 3 New Wifi Extenders order code: 114381. (x6 in a box).
Order placed:
---
[Email] [Text][email](simplenote://note/3afa7538995c4b1c8306939f0340657c)
Hi.
I've been asked to visit you tomorrow.
Task Details:
Plug in new hub.
(Depending where I am with other jobs) I will be travelling from Barlborough (Chesterfield. S43 4XA), so need a bit of time to get to you – what time will you be available from / to?
Is your broadband line working?
Has the kit been delivered, is everything on-site?
x1 Hub.
x1 Hybrid Connect box (If you have ordered one?).
x1 Wifi Disc (If you have ordered one?).
Do you require any additional discs? (Monthly charges may apply for additional discs installed). You will require power sockets in the locations wherever you require the wifi extending to.
Most of the time we can just unplug the old hub and use the existing power supply but do temporarily need another plug socket just while the 4G backup & discs are being paired up.
The user can do it themselves if they are happy to / want to with instructions on the following link (Might not require an engineers visit if they can manage it)
https://btbusiness.custhelp.com/app/answers/detail/a_id/53973
(The above is a link to the same app that I use on my phone).
Or watch a youtube video here for hub setup instructions
https://www.youtube.com/watch?v=yPCmFZNFhJI
If you have ordered a 4G Hybrid Connect box here's the instruction video
https://www.youtube.com/watch?v=Glyn07HodTQ
How to pair your Wifi Discs
https://www.youtube.com/watch?v=FoecqF6ncS8
The hub is pre-configured, so should just be a matter of plugging it in and going through the instruction as per the above link. Please feel free to try it yourself, you might not require me to visit (please let me know if you don't need me).
Unfortunately I am unable to help with any of the following:
• I am not able to help if you do not have an active line to connect the new hub to. (Unfortunately I will not be able to resolve any line faults either, this will need to be logged with open reach).
• Setting the new hub and wifi discs up will not increase your internet speed. (All the wifi discs do is extend the wifi signal range coming out of the hub).
• Im not visiting to help set up / modify your network / printers / anything else connected to the hub (It's your responsibility to put the new wifi password into all your wireless devices).
(Just to set your level of expectation, I am only doing exactly the same thing as the links in this email describe, you do not need any technical knowledge or experience and I use the same app on my phone to configure everything that you would).
explain the new hub will not increase his circuits speed and he needs a fault call raising if they are not getting what they should. Thanks
Don't worry if we can't get adequate wifi coverage BT will book another visit with yourself for a WIFI engineer to attend and survey your property looking into a more commercial solution (like proper access points that pubs / hotels / schools etc have).
What to do with the old hub etc:
Instructions on returning old kit: www.bt.com/business/returnkit
and they are usually sent a jiffy bag or similar in an envelope with the new kit.
If they have a LTE USB dongle / IP phone this will no longer work with the new hub and needs returning.
The customers no longer own any of the kit, so if they don’t return it they get charged for it.
Any issues, please call the Barlborough office: 0870 60 66 999 (option#2).
Thanks.
Gareth
---------------------------
To access the new hub:
192.168.1.254
''IP Phones:''
www.bt.com.bussiness/digitalphonesetup
W60B & W56H Yealink phone.
Customer needs to download: BT cloudvoice Express app store. (BT email & password):
Customer needs their account details to log into their: "Cloud voice express app". If setting up call diversion they may have to log out once complete for it to work.
Factory re-set (hold Pairing button on base & pull power). Re-register handset. PIN is 0000
If unable to make a call: "No matched Line" (Something BT have to do - not usually done same day, customer has to call: 0800 0113237 (option 2).
Cisco Phones: "Cloud Voice Expres:." 0800 0113237 (option 2). If the number has not yet been ported: (phone will not respond to incoming calls.) Customer has to contact the helpdesk who may advised they will configure it, but may take a few hours before it starts to work.
How many network ports are currently in use on the back of your existing router? (If not enough ports on the back of the new router The customer will have to buy a small switch or a small hub for example).
If there is no ports on the back of the hub, use a Wi-Fi disc and use the 1 on the back of the disc as a temp fix to the issue.
Guest Wifi:
► the discs do not repeat the Guest Wi-Fi. "guest wifi" only transmits from the main hub, When we first started with these I heard they were going to do a firmware update or something so it would be extended with the wifi discs (but checked again 15/11/2022 with Harry Oulton and Guest wifi is still not able to be pushed from the wifi discs). Read more here:
https://community.bt.com/t5/BT-Devices/BT-Guest-Wifi-via-Discs/m-p/2207056#M25895
Check the phone socket: Use the master phone socket to make sure you get the best broadband connection:
Double Socket (Has RJ & Phone connection) = No filter needed as it's built in.
Single Socket = Needs a filter.
Plug "Business Smart Hub 2" into power and phone line.
Load App on phone, put hub's serial number & admin password in.
Connect "Hybrid Connect" box (Wait for both lights to go solid).
(Looks like it should have antenna's but their arn't any in the box, these are ordered by customer after if needed).
Note that the 4G assure can be unplugged from ethernet also once set up.
''Contacts:''
harry.oulton@bt.com
07572 661565.
CHOP = Convergence for Home and Office Programme.
https://office4.bt.com/sites/ServiceInternalComms/_layouts/15/WopiFrame.aspx?sourcedoc={3B796E22-979F-4DD2-8857-A2D515EFF63F}&file=CHOP.pptx&action=default
I have been advsed the wifi dics cover about 20m (they work with each other known as a "mesh extender") they strengthen the signal more than consumer discs.
''Additional Discs''
If leaving customer with additional discs write down the serial numbers before leaving site. (The each additional extender uses some of the networks speed, so the more they have the slower it will make their overall internet WiFi speed).
If not attending because kit is not on-site / no phone line / power on-site ete / If user requests a visit another day (or access denied).. Shabby: Shabi (shabi-ul-hassan.naqvi@bt.com) says
''close down as incomplete / dont retain''
"Quick setup"
Press and hold WPS button on router until it starts flashing blue.
Press and hold WPS buttom on wifi discs until it starts flashing blue. (Takes about 3 minutes and is pareid OK when light turns solid blue). [Never seems to work for me].
Smart Hub 2 : Change WAN port to LAN:
Advanced > Broadband: Go to Full Fibre (FTTP) Mode and change the status to OFF. (Pressing save re-boots the hub).
# Expert Setup Jobs Done:
20/10/2025 SA-234201 Martyn Leese, 1, Wentworth Court, Doncaster, DN10 6SU. I Installed the new SH3, paired up the 4G box & one WiFi extener. WiFi was working fine - visible in every room of the house but customer previously had several Wifi Discs from the old hub and kept saying he thinks he needs more because the signal strength was not 100% in every room. I tried to explain it didn't need to be 100% to work but he was insistent on having more WiFi extenders even though they are not required. I advised him to see how it goes with what he has but he may want one or two more posting out to him. (He obviously didn't understand how the WiFi discs work as he had one in the same cupboard next to the old hub).
10/06/2024. AB-103556452. CARPET CONNECTION SOUTHWELL LIMITED,54 King Street, Southwell, NG250EN. I met Ms Terri-Anne Black in the store. The New hub, 4G box and x2 WIFI extenders install. New IP pones etc all working OK. Call can be closed. Thanks.
31/07/2026. SA-334105. REWARD RECRUITMENT LIMITED, 1, Manor Garth, Leeds, LS25 5LZ. Delayed setting off to this task due to managers team meeting. I arrived at site to be advised Stuart Jeal was on a bussiness call and was not available to see me. They said not to go in otherwise the dog would get me. I was told to wait in the van and someone would come out to meet me. Customer asked what I had arrived to do? He had been sent a new SH3 but said he never asked for one and did not need it. I swapped hub out for new SH3, re-paired 4G box and x3 WiFi extenders. Unable to get WiFi printer or Ipad to connect to new WiFi (Customer eventually said not to worry and he will try it again later). Customer is having an extention built and will need the ONT moving by Openreach at a later date.
24/07/2026. SA-334461. SONJA BEACHAM, sonja.beacham1@gmail.com Ms. Sonja Beacham 07778635050 Address 18 Darkey Lane Stapleford Nottingham NG9 7JH. This was my 3rd or 4th visit to this address (Customer is fussy). Poor EE coverage in the area so 4G box is not going to have full signal strength (Customer doesn't understand this). Also as per previous visits: Customer is trying to connect 3rd Party wifi equipment that doesn't work on 5GHz. Changed settings on the SH3, all OK. Customer has too many WiFi extenders for the size of the property, but she insists on having them. Customer does not listen / understand what Im trying to explain to her & is getting confused over hybrid connect and WiFi extenders. Customer would like to log a complaint about the service from BT. As far as I can see all BT kit is working fine. Task can be closed. Previous visit: 12/06/2024: Please qiote for 4Gbox ariels as the EE signal on-site is poor. Message recieved from the customer: Hi Gareth, you came out to me Friday 7 th to set up 5 x WiFi disks and hybrid connect onto my hub 3 business. Sunday I lost all internet for over an hour despite router having blue light. Hybrid circles flashed red. Had to plug out both. Yesterday after 5 am hybrid flashed red for 3 quarts hour. We are debating if the hybrid faulty and deciding whether to order another . If u have any opinion on that eg that sounds like a faulty hybrid could u let me know. I'm contemplating ordering one this aft but I'm not keen on setting up all in my own in case there are issues. Also 1 camera is often on poor WiFi despite sitting 2 meters away from WiFi disk in living room. I initially had u booked for this Friday 14 th am but perhaps u cancelled? As it's not in the system. I can only do this Friday. I am free this am until 1 pm for calls/texts etc .... I'm wondering if to order a hybrid before 3 today that will arrive next day.... I'd ideally like someone setting up if a hybrid needed, I'm not clear if it's faulty. As soon as I order another it makes current one offline. if it's poss to have u or another person or u to come Friday am to check all ok and link it I don't see clients Fridays. ( I'm just juggling gardeners etc) I'm free this am if anyone in area just to check current set up... same tomorrow I'm clear from 10 am to client arriving 1 pm. 07/06/2024. Had issues with app on phone. Wifi extenders are not connecting. WIFI speed: Download: 35.64Mbps / Upload 24.47Mbps (Should have been 150MBPS) Customer wanted to log a complaint about internet speed and she says new Hub 3 over wifi should be 150mbps, but called support (John Biswas) and changed wifi channel now all OK. Had issues getting 3rd Party wifi equipment to work (even instruction book said to use 2.4GHz but customer did not want 5GHz turning off as she advised she needed it for Zoom calls. Nightmare of a customer. Took lots longer than should have done as she was wanting to put complaints into BT. Issues now resolved. All OK. Previous visit: 03/04/2023 AB-101863839 Expert Setup Installation Visit (Delayes setting off to this as hire van was late being delivered to Parkway this morning (said they tried to leave keys Friday night but the gate was locked). Hub and 4G already working (however poor EE signal in the area so it only had one bar and kept losing it), paired up and spread x4 Wifi discs around the house. All OK.
21/07/2026. SA-335860, THE COUNTING HOUSE, 23, Nostell Place, Doncaster, DN4 7JA. (Site closed, all locked up, no one around). They just require a new base reciever as far as I know. Task instructions state: "please help customer swapping over to new smart hub 3 and connecting wifi plus discs to optimise wifi throughout the premises" However this was already completed on Previous visit: 16/07/2026 SA-334850. Customer had been sent a new SH3 because they were told by BT they should have one (even though they had no need for it). I installed the router, paired up 4G and one WiFi extender (because they required the network port on it for a till printer). I put the new WiFi details in the POS etc I set up the guest WiFi and all was OK (Except the cordless phone would no longer connect - the base reciever just kept re-setting when trying to pair the handset to it - needs a new base reciever sending to site). Thanks
28/11/2025 SA-252005. LOVEDEN ESTATES (DAWSMERE) LIMITED, Finial House, Rectory Lane, Grantham, NG32 3JS. Additional time spent on the task as the customer were an elderly couple in their 80's, they did not understand how the WiFi extenders worked and it was imposible to explain it to them. They keep having power cuts, combined with the known issue of the WiFi extenders not staying connected. The property is too large and the extenders struggle to reach where they need the WiFi signal, they have been miss-sold this soultion and would be far better off with powerline adaptors for the network. I left them happy knowing the WiFi extenders that kept dropping out have now been replaced and all is currently working fine (however a couple of extenders are orange as they are on the very limit of where the signal will reach). Task can be closed. Thanks.
09/07/2025Task 01: SA-187553. STANLEY BOTT TRANSPORT LTD, UNIT 14, Station Road, Melton Mowbray, LE14 3NQ. Unable to get internet from the new SH3. Have factory re-set, checked all settings - appears to be a DNS issue? I was not able to ping out from the hub's own ping test page: PING 8.8.8.8: 64 data bytes / --- 8.8.8.8 ping statistics --- 5 packets transmitted 0 packets received 100 % packet loss / round-trip min/avg/max = 999999.999/0/0 ms. Had to put customers old non BT router back as was unable to get internet through the new SH3.
16/04/2025. 16/04/2025Task 01: WO-00150714 / SA-154834 / AB-104161179. MS KAY ASKEW T/A TAKE 2 , CHURCH VIEW, Duke Street , Cresswell, S80 4AS. Connected hub, 4G & Cordless phone. No additional WIFI extenders required. All OK.
10/04/2025. Task 02: SA-154781. BT2232DV4YW FRONTIER SERVICES GROUP (UK) LIMITED , , 44 Stradbroke Drive ,Sheffield, S13 8SD. (Nothing on the task notes stating what kind of hub it is?) Mr Anthony Creswick was in the garden when he met me, he advised his networking equipment had not yet been installed yet and was not ready to connect the switch etc. He advuised no point me going into the property as he did not want anything doing today. He advised he can probably plug his kit in without the help from an engineer so may not need anyone to re-attend. Thanks.
09/04/2024.
Task 02: AB-102866305.
NEFCO MULTI-METALS LIMITED, Unit 19, Station Road, Sutton In Ashfield, NG175HG. Task notes were to: "expert setup to ensure working set up correctly" New Hub installed and working OK on one of the broadband lines. Customer had x2 broadband lines and only wants to use one. They have custom port forwading rules configured on the old BT Bussiness Hub 5. I attempted to configure the new bussiness hub 2 the same, but it would not accept the settings. Need to know which boradband circuit customer is supposed to be using? As the Alarm etc has been set up on their old hub I presume thier IT company need to do the same with the new hub? Thanks
24/01/2024 Task01: AB-102689817 ANTHONY THOMPSON Glebe Fm Greythorn Drive West Bridgford Nottingham NG2 7GH. Forgot to click on site after reaching site (about 30 mins into job). Replaced hub, paired up 4G box & x6 WIFI discs. Task took longer than it should as broadband line kept dropping out and had to wait several minutes each time for it to re-connect. Placed discs around the premises. Customer happy (Except for broadband line drop-outs ☏).
⚡24/01/2024 AB-102716231.
Task02:
ELEMENTARY PUBS LTD Victoria Tavern 40 Wilford Road Ruddington NG116EQ.
.
Charge OpenReach for circuit not being live ☏. Found hub connected to a powerline adaptor on the first floor. Landlord did not know where the OpenRach NTE fibre box was located. After attempting to pair the wifi extenders up for about an hour I finally located the NTE on the ground floor. The circuit does not appear to be live and it appears they were getting internet through the 4G box. I have left the hub plugged into the OpenReach box so when the circuit is active the hub should come on-line. Customer wants to put a complaint in (hence spending extra time on-site trying to get the issues resolved). I paired up x6 Wifi extenders and placed them around the pub. IMP: 2217497.
24/01/2024 Task03:
LID-01847838 : A BTnet solution with a Meraki and some access points around the hotel is waht they are wanting (For free guest WIFI internet access). Following my visit: 24/01/2024 Task03: AB-102729039. Hog's Head Hotel, Awsworth Ln, Awsworth, Kimberley, Nottingham NG16 2RN. Customer is asking about "proper" wifi access points - the wifi disc with the hub2 do not do what they want. Additional time spent on site as customer wants to complain, they have been sold a product that does not do what they were promised (They wanted guest Wifi from the WIFI extender discs - BT Guest Wi-Fi will only broadcast from the BT Business Smart Hub directly so it will not work over Wi-Fi discs). Also they had custom settings on the old router that wanted transferring to the new one. The new router would not allow guest wifi to be activated (Just said "activating" forever and could not turn it off or on, sounds like it's a firmware issue? (Hub had a Firmware update 23/01/2024, but since found it may need up to 24 hours to activate?). Had to put the old hub back so that guest wifi was visible again (That meant re-pairing x6 Wifi discs to the old hub). Several other issues due to custom networks for CCTV, Tills in the restaurant and ANPR cameras etc). I ended up leaving the 4G backup connected to the old router (with guest wifi turned on) and x6 WIFI discs.
11/12/2023 Task 02: AB-102509321. THE IMPERIAL DECORATING COMPANY LTD T/A IMPERIAL GB 115 Ilkeston Road Heanor,DE757LXMr Alex Stephonson
07850651887,01773760954
stevenson93@msn.com Bit of a horaders house, could not get to plug sockets. Paired up x4 additional extenders plus the one they already had but was not able to connect 4G box as no signal. Managed to get WIFI down the garden to the "office" shed at the bottom but signal was only weak.
17/10/2023. AB-102406771. Expert Setup Installation Visit R J BOYLES BUILDING SERVICES LIMITED CORNER BARN Newark NG220BS
Mrs Charlotte Boyles
07791805590
charlotte2987@aol.com This task took longer than usual as customers internet keept dropping off. The white fibre box had a red "fault" LED lit. Finally managed to get x4 Wifi extenders paired up and spread around the property.
06/10/2023 AB-102386513 Arrived to find new hub connected up to new fibre circuit in the living roonm, however customer was trying to connect the old discs to it and his old hub was in the office on the 1st floor. I supplied x5 more (he already had one so all 6 in total) of the new extenders (Had to use so many as he wanted to put his printer and IP phones on the network but did not have a switch for enough network ports - they used to go in the back of the old hub which has now been disconnected). All OK. Call can be closed. Thanks.
05/10/2023 AB-xxx Ilkeston Platta Bistro. Installed new hub, 4G box, cordless phone and x3 Wifi discs.
18/10/2023.
AB-102418713.
Expert Setup Installation Visit.
FACEIT AESTHETICS & BEAUTY LIMITED, 42 Sheffield Road, Chesterfield, S41 7LL. Delay in travel time as site was difficult to locate (not on Sheffield Road) and was called "Belle Vie". Paired up x6 Wifi discs and spread them around the property (Customer wanted one in the garage ready for conversion into offices). All OK.
12/10/2023 AB-102365181 Expert Setup Installation Visit. ELEVATED-GRACE HEALTHCARE LTD 3 Station Street Kirkby In Ashfield Nottingham NG177AQ
Ms Miriam Manyika
07859296196
admin@elevated-gracehealthcareltd.co.uk Installed hub and 4G box, no extra Wifi extenders required (only a small office). All OK, call can be closed.
25/10/2023 Task 03: AB-102400101 RICHMOND RECLAMATION LTD, 318 Coleford Road, Sheffield S9 5PH Expert Setup Installation Visit. The lady in reception advised MARK CONNOR was not available (off work) Tried to call him on 07825037800 but no answer. The hub had already been swapped but the lady in reception advised the new phones had not yet arrived. She says Open Reach did everything a few days ago and wasn't sure what else was required (she thinks it's just the new phones). IMP
2214843 for wasted visit.
01/08/2023 AB-102206433 Expert Setup MR MALCOLM ROBBINS Bodkin Hall Great North Road Foston Grantham NG322JP
Mr Malcolm Robbins
07734845288,01400281196
malcolm@owlman.co.uk
08/02/2023 AB-103338158 Expert Setup I B.S.S.B. CONTRACT SERVICES LIMITED, Belle Eau Park Farm Belle Eau Park Bilsthorpe Newark NG228TX. office.bssb@btconnect.com Customer had been sent x2 Hubs and already connected a new hub however it had no internet connection. I tried connecing the other hub they had been sent but appears to be an intermittant line issue (neither hub would keep a stable internet connection). I paired the 4G box but not enough EE signal in the area for it to connect. No extra wifi discs required. Also note that one of the lines they have phones connected to crackles (They have had an engineer out this morning who was unable to resolve the fault). Please call Sarah Eaton on 0784382060 or 01623 411121 / office@bssb-ltd.co.uk Thanks
01/02/2023. AB-103307322. Expert Setup CCSIGNS LIMITED Mill Lane Riddings Alfreton, DE554DB.
Mr Paul Tugby
07817039843,01159704557
commercial@ccsigns.co.uk (not showing on eng.com until 11:46am). Swapped hub over, paired 4G box and x4 Wifi discs. I spoke to someone called Richard on-site who was happy with the wifi coverage. He advised internet speed was the same, I had to explain to him the new hub would not increase his circuits speed and he needs a fault call raising if they are not getting what they should. Thanks
26/01/2023 AB-103270400, Expert Setup Installation Visit RAVENSHEAD SALON LIMITED 8 Milton Court Ravenshead Nottingham NG159BD
Mrs Tracey Collin
07961685976
ravensheadsalon@gmail.com The customer had already connected the hub. I was not able to get a 4G signal for the Hybrid box (Staff advised signal in the area is always rubbish). I paired up the wifi disc they had been sent (they didn't really need it as salon was only small). Call can be closed. Thanks.
16/11/2022 AB-103106568 Expert Setup Installation Visit MR ANDREW WALL T/A NO.4 COFFEE HOUSE 4 North Road Clowne Chesterfield
Mr. Andrew Wall
01246811782,07896661338
andy.wall@outlook.com Swapped hub over. Paired 4G box, Paired x4 Wifi discs. Customer will place the discs around the property himself as he wants to use some in the outdoor area.
12/01/2022
AB-102358230
Mr Andrew Murkin. 07814893722. Address: THE COCK INN (HANBURY) LTD, Hanbury Hill, Hanbury, Burton On Trent, DE138TD
murkin1@hotmail.com
Customer had already installed the hub, 4G and one Wifi disc. They had also been sent 2 more wifi discs which I configured for them along with three more (to give them six discs in total). Serial numbers used: +101226+2104004035, +101226+2104013049, +101226+2104004037. Wifi OK around the pub, except not enough power sockets to plug in the hub in a few locations where they could have done with wifi discs.
12/01/2022
AB-102358508
NEW STREET TAXIS Park Street Unit 35A Burton-On-Trent DE143TN
Mr. Mohammed Rashid
07729542387,01283535353
majid_rashid@msn.com
I arrived on-site to find the customer had already installed the new hub and 4G box. No extra wifi discs required. Call can be closed. Thanks.
15/12/2021 AB-102289180, ARIS FLOORING LTD Unit 2 Wayzgoose Drive Bemrose Park Derby DE216XQ
Mr Dale Purvis 07535622932,01332370188
dalepurvis@floorgiants.co.uk Connected hub, 4G, the Wifi disc they already had also five additional discs, serial numbers: +101226+2113006196, +101226+2113006683+101226+2113005954+101226+2113006201+101226+2113006700(Customer didn't have any power sockets to power up the wifi discs across the warehouse. He was happy for the discs to be left in a box and he will plug them in once he has had power sockets installed).
15/12/2021AB-102289202 HMS HOLDINGS (NORTON CANES) LIMITED Stoneyford Croft Stoneyford Barton Under Needwood Burton-On-Trent DE138BW
Ms Sarah Yates Fisher
07976818910
sarahyatesfisher@hotmail.com Customer advises they do not need me: "Your engineer did it for me when he came to mend the fault."@done
09/12/2021
AB-102262506, SERVICE PLUS AUTO CENTRE Unit 1-2 Rear Of 20A Racecommon Road Barnsley S70 1BH (via York Street).
Mr Darren Sides
07885723516,01226733177
serviceplusautos@btconnect.com installed new hub, 4G and wifi disc (no additional discs required). 4G box did not get much of a signal & no spare power sockets to move it. Customer happy to move it later. All OK.
08/12/2021
AB-102265426 [Expert Setup] PEGASUS RENT A CAR 8 Dale Street Burton On Trent DE143TE
Mr Raf Hussain
07791085112
rafhussain73@yahoo.com
Hybrid Connect shows all bars solid red "There's a problem with your device, We would like to help so please get in touch" I have tried to factory re-set it, checked the SIM card is inserted properly but still the same (Even though their is plenty of cellular coverage in the area. I presumed the 4G box is faulty? Re-seated again, now all working. No additional wifi discs required. Call can be closed. Thanks.
07/12/2021
AB-102227332 Expert Setup Installation Visit. MRS CAROLINE MORFITT 5 New Royd Millhouse Green Sheffield S36 9NW
01226761738,07553086979
smarttechpcpc@yahoo.com Customer advised "I don't need help today. I set up hub myself." Call can be closed. Thanks.
03/12/2021
AB-102232180
R S HALL CONSTRUCTION LIMITED 104 Leake Road Gotham Nottingham NG110JN
Mr Robert Hall
07973918937
rshallconstruction@gmail.com
[email] [text] Customer advised the wifi from his existing hub covers the property OK. I swapped out his hub and configured the one wifi disc he had been sent (Customer advised he did not have any spare power sockets to plug it in anywhere so advised it was OK to leave it with him). No additional discs used. All OK.
23/11/2021
AB-102226284
UK FIRE PREVENTION Brook House Lawn Grove Gedling Village Nottingham NG4 3HT. Mr Richard Marshall
07831579820,01159403999
richard@ukfirep.co.uk [email] [text] I arrived to find the hub, 4G and one Wifi disc already set up. I paired another 3 Discs: +101226+2113006105, +101226+2113002378, +101226+2113006083. Richard confirmed WIFI coverage was OK. Call can be closed. Thanks.
04/11/2021
AB-102132594
HALAL CATERING SUPPLIES LTD Unit 6 Beckside Works Bradford Road Batley WF176JD
07989678708
smaerdruoywollof@hotmail.com
[text] Mr Osman Shan was not on-site, however had arranged for someone to meet me. The person on-site did not speak English and did not understand what I was telling him about the wifi discs (The hub & 4G had already been connected). Myself and apprentice Jordan Lord configured the wifi disc that they had plus anoter (They wanted wifi in a building the other side of the car park, however they did not have sufficient power sockets and expected us to also install the power). We managed to find a plug in a warehouse with just enough signal to reach the hub. The serial number of the additional disc was: +101226+2113006212.
03/11/2021 AB-102158828
Expert Setup Installation Visit MR GARY PLATT T/A WOODFIELD SOCIAL & RECREATIONAL CLUB Woodfield Social Club Woodfield Road Doncaster
DN4 8HL
Mr Gary Platt
07514963466,01302853446
gary.platt@hotmail.co.uk
x3 Discs used:
+101226+2104002198,
+101226+2113002423 and
+101226+2113004305
28/10/2021 (With Jordan). AB-102113798, SOCIUS ACCOUNTANTS LIMITED Excel House Millbrook Lane Wragby Market Rasen LN8 5AB
Mr Daniel Mountain
07791137669
d.mountain@sociusaccountants.com
Configured hub (Connected WAN to Openreach box), 4G box and their wifi disc plus an additional 4 discs: +101226+2113006004,
+101226+2113006155,
+101226+2113006100,
+101226+2113006124. Also a W60B & W56H Yealink phone. All OK.
07/10/2021
AB-102096144, [Expert Setup]. BEECHMAST LIMITED Cockliffe Hill Farm Burntstump Hill Arnold Nottingham ''NG5 8PQ''
Mrs Julia Blant
07709506171,01159632595
office@beechmast.org
I arrived to find the Hub, 4G & four wifi discs already installed and working OK. However customer was complaining of network dropping (think it's her kit not the wifi). I installed two more discs:
+101226+2114003750 &
+101226+2113000613 (They now have 6 in total). Wifi was good / excellent. Customer happy. Thanks.
13/10/2021
AB-102109382
MR JONATHAN BROOMHEAD T/A JONATHAN BROOMHEAD The Courtyard Hagg Hill New Tupton Chesterfield S42 6JU
Mr Jonathan Broomhead
07907047230,01246866760
jane@jmbgroup.org Customer advised he is busy this morning and requested I come back later today.
12/10/2021 AB-102011920, HOLMEBROOK TRANSPORT PLANNING LIMITED 19 Oaklands Way Melbourne Derby DE738LR
Mrs. Caroline Roberts
01332864774,07973217141
cem.roberts@hotmail.co.uk [email] [text]
Customer had already installed hub and set up one Wifi disc. They insisted on another five. Serial numbers: +101226+2113000636. +101226+2114005438 +101226+2113001456 +101226+2113000833
+101226+2113002476
11/10/2021
AB-102096106,
[Expert Setup] WOLF LABORATORIES LIMITED The Dovecot Ivy Lodge Lane Letwell Worksop S81 8DG
Mr David Childs
07957367480,01302750018
daveandlisa@btconnect.com [email] [text] around all day except between 1pm and 3pm. +101226+2114004103. +101226+2113000722.
13/07/2023 AB-102145179 Expert Setup Installation Visit H N HOWARD & SON Manor Farm Gamston Retford DN220PY. Mr Michael Howard
07977001523,01777838223
hnhowardandson@farming.co.uk (Cancel this appointment as,BT Engineer did not appear to install on 10/07/23 between 1pm and 6pm, have had phone call to say they will be in touch in next 5 days. Rearrange appointment after engineer has installed equipment).
24/09/2021
AB-102009056
WOODTHORPE MANOR NURSING HOME LTD Woodthorpe Manor Nursing Home 1 Egerton Road Woodthorpe Nottingham NG5 4FF
Miss Alicja Lekawa
01159206021,07597582848
alicja@woodthorpemanor.com
Set up wifi disc [email] [Text] Installed Hub, 4G box & 5 Additional discs, serial numbers: +101226+2113002933, +101226+2113003521, +101226+2113003803, +101226+2113003812, +101226+2114004135.
09/09/2021
AB-101828555,[Expert Setup]
BUY AND BID AUCTION (UK) LIMITED Little Chef Lincoln Road Newark NG242DF
Mrs. Nicola Perry
07706810102
info@buyandbid.co.uk [text] Available 8 30- 11 30. Connected hub, 4G box and Wifi disc. All OK.
09/09/2021
AB-102015630
MR R M AND MRS C PICKERING T/A LONG EATON FENCING SUPPLIES UNIT G Clifton Avenue UNIT G LONG EATON NG102GA
Mrs Caroline Pickering
01159460604
sales@lefs.co.uk Installed Hub & 4G Box, set up wifi disc they arelady had plus two Additional discs: +101226+2113003794 & +101226+2113003819. Configured IP phones and CCTV cameras, I was unable to get Wifi into building next door as was too far / walls too thick:They require something more industrial, a hard-wired solution or a power socket and somewhere dry to place a nother Wifi disc - customer is going to try a power extention cable to move one of the discs closer to the building next door that they want wifi in. Customer happy for job to be closed.
08/09/2021 AB-101835431,
[Expert Setup] Installation Visit (PM). ISTANBUL 3 LIMITED Istanbul Restaurant 166 Normanton Road Derby DE236UX
Mr Ibrahim Rasul
07762298918
istanbulrestaurantoldhamltd@gmail.com
The premises were still under construction when I arrived it was a bit of a building site. I was shown to the new hub which had already been plugged in and powered on. There were no live power sockets so had to borrow an extension reel from one of the workmen to configure the 4G box. I then configured one of their Wifi discs and placed it on the other side of the room on the first floor. Tried to explain to the people on site that I had configured another two WIFI extenders and asked it they wanted them installing on the ground floor however their were no live power sockets and the people on-site didn't speak good enough English to understand what the Wifi discs were for and it sounded like the ground floor was being made into another business. The serial numbers of the two extra discs I left with them were: +101226+2113003295 & +101226+2113003820. [Expenses] 80p
03/09/2021
AB-101983652 PMOWORKS (UK) LIMITED 3 Forest Row Forest Road Dunstall Burton-On-Trent DE138BL
Mr Mark Duddy
07771301404
mtduddy@gmail.com [text] Arrived to find the hub already connected. Unable to configure 4G backup as no phone signal in the area. Configured their wifi disc to go in their 1st floor bedroom and configured an extra disc +101226+2113003811 which I installed in one of their outbuildings.
03/09/2021 AB-101843439,
Expert Setup Installation Visit KINGFISHER DAY NURSERIES LIMITED G Gascoigne Rawson Green Kilburn Belper DE560LN
Ms Helen Allanson
07742457540,01332344800
kilburn@kingfisher-daynursery.co.uk [email] [text] Hub swapped over, 4G configured, Wifi Disc configured and placed in "Todlers Room", additional Wifi Disc configured: "Babies Room, Ground Floor" SN: +101226+2113003867.
02/09/2021
AB-101829885,
Expert Setup Installation Visit
BARROWASH CATERING LTD four seasons Victoria Avenue UNIT 2 (next to coop shop) Borrowash Derby DE723HE
Mr Gordon Yeung
07857135736,01332668700
gtsyeung@yahoo.co.uk [email] [text] Appointment 13:00:00 - 17:00:00. "chef will be there after 1pm till 11pm"
19/12/2023.
AB-102638583 Expert Setup Installation Visit. MR JAMES HICKS, 7 Viking Close Waddington Lincoln LN5 9RA.
Mr James Hicks
07971082629
james.hicks1@btconnect.com No action from myself required. Customer had a Cisco desk-phone but it would not allow incoming calls. Turned out the number porting was not provisioned. I called helpdesk and was on the phone for over an hour trying to get the customers number registered. Also a base station reciever for the cordless phone had not arrived.
01/09/2021 AB-101838151, Expert Setup Installation Visit WINDCOURT RESTAURANTS LIMITED St. Marys Court Market Place Unit 1 Tickhill Doncaster DN119LX
Miss Claudia Calzini
07789541307,
enquiries@ziniz.co.uk When I arrived only the handy man "Pete" was their to open up for me. He passed me x3 Wifi discs. I advised I required access to the hub to configure them. The hub was in the office, but Pete did not have a key. Had to wait about an hour for someone to turn up with a key. Once inside the office I found the hub & 4G had already been configured (The SSID had been changed to "Roccos WIFI" and default password changed. It also had a wifi disc with it that had been configured and named "First Floor Wifi" I proceeded to configure the 3 wifi discs that I had been given. Pete did not know where in the building they wanted them so left them in the office. They already had their own access points in the restarant, presume they were connected to the BT hub and SSID was "Roccos". I locked up and passed the keys back to Pete.
11/08/2021 AB-101793687
MR JONATHAN BROOMHEAD T/A JONATHAN BROOMHEAD THE MILLPLACE The Courtyard Hagg Hill New Tupton Chesterfield S42 6JU.
07716752530,01246866760
jane@jmbgroup.org Unable to get new hub to detect an internet connection. (Old hub works fine). Tried different things for about an hour, swapped adsl cable, re-set hub etc to no avail. Either new hub is faulty, or I suspect their is an issue with the socket on the wall (needs openreach to attend and check the voltage coming out of the socket). Thanks.
11/08/2021 AB-101983968, Appointment K AND S QUENAULT T/A MUSKHAM FERRY, Ferry Lane North Muskham Newark NG236HB
Mr Keith Quwnault
07484520518,01636704943
muskhamferry@gmail.com [Text] Configured Hub, 4G, Wifi Disc that the customer already had also an additional disc SN: +101226+2113003736. (Hub was in a bedroom upstaris of the pub and customer wanted wifi downstairs. Turned on guest Wifi). All OK..
10/08/2021 AB-101984138 THE GRANGE BANQUETING SUITE LIMITED T/A 04206252 457 Burton Road [Derby] DE236XX
(Massonic Hall) Mr John Wood
07885429928,01332771770
john@grangebanqueting.com [Text]. I swapped hub over. Configured 4G, configured the one Wifi disc that the customer already had (no additional discs required). Customer already has their own wifi solution downstairs in the bar area for guests. All OK.
06/08/2021
AB-101968470
HEATHER BARNES CHARTERED ACCOUNTANTS Fullarton Lodge Crow Hill Drive [Mansfield] NG197AE
Mrs. Heather Barnes
01623628851,07967297425
heather@hjbacc.co.uk [expert Setup] [text] Available any time between 9.30 and 3.00.
02/08/2021 AB-101968338
[Expert setup]
Appointment 02/08/2021 08:00:00 - 12:59:00. NEWARK AND NOTTS CHILD BEREAVMENT AND LOST CENTRE 3 Kings Road [Newark] NG241EW
Mrs Kate Baxter [text]
07703566170,01636551739
kate@childrensbereavementcentre.co.uk (Park at Lombard Street, Newark, NG24 1XG).
29/07/2021
AB-101948556
OAKHAM SUITE LIMITED, 155 Nottingham Road, [Mansfield]
NG184AE
michelle@oakham-suite.co.uk
Ms Michelle Tribe 07583148372,01623623826.
Michelle needs around and hours notice to travel to the address. Customer says: "I have told BT that I can only do Thursday and Friday Mornings, all equipment plus extra by the look of things are here. I live in Clowne and also require an hours notice." I connected new hub & 4G box. Configured the WIFI disc they have been sent, however they need a few more (I did not have any WIFI discs with me to install).
28/07/2021
AB-101955476, [Expert Setup]
ARC INDUSTRIAL ROOFING & CLADDING LIMITED T/A ARC ROOFING 1 Hackers Close East Bridgford Nottingham NG13 8PU Mr Steve Wallace
07973296001,0194921049
steve@arc.uk.net
27/07/2021
AB-101954966, [Expert Setup] Installation Visit. K JACKMAN PLUMBING & HEATING Dalmor Tattershall Road Billinghay [Lincoln] LN4 4BW.
Mrs Ruth Jackman
07743370096,01526869100 [email] ruth.jackman@btconnect.com
x3 used:
+101226+2113007365.
+101226+2113004201.
+101226+2114004142.
26/07/2021 AB-101925140 [email] Helen: 07483177726 (Landline number: 01629636830) Rachael Hand <rachael_hand@yahoo.co.uk> jp@a6treecare.co.uk A6 Tree Care Stanton Mill Cottage Main Road Stanton In The Peak Matlock DE4 2LW [Expert Setup] x6 Wifi Disc used: +101226+2113005692. +101226+2113006939. +101226+2113007644. +101226+2114001854. +101226+2113004652. +101226+2113006112. [Issues]
I had no visibility of job details until the day of the task (Unable to prepare properly for the visit). It was pinned to me about 9am. The job had part of the business address (A6 Tree Care) that was located a couple of miles away from the home address that was also given (I had to guess it was the home address and not the business address that I had to find). The post code on the job did not take you to the residential address and took me over half an hour to find (the phone signal was too poor to get directions from anyone on-site). Once on-site it was a complete shambles, the broadband was poor due to the rural location of their home. The Hybrid Connect box would not pick up a signal as their were no phone masts near (The customer could not grasp why it would not work as their phone would pick up one or two bars of signal depending where they were in the house, but I didn't find out what mobile carrier they were with. They asked about getting a mast installed on their land and how much it would cost etc. I was unable to give them any answers). The customer had already plugged in and set everything up including the one Wifi disc they received with the hub. From what I could tell the hub's WIFI connection would reach most of the house but the customer was insisting on 6 more discs (I wasn't arguing with them in their home as the son was autistic and starting to get upset about his gaming PC lagging). I tried to explain that I could not do anything about their broadband speed (They were under the impression the WIFI discs would speed up their internet. I tried to explain getting fibre would improve things. They said they had fibre at the bottom of the road and were asking if I could connect it up to the house. They also asked how much it would cost etc. They then spoke to me about a dedicated line for the sons gaming PC, again I was unable to give them any answers (I could do with a number / email any sort of contact at BT I can pass these sorts of questions onto or more training to be able to give these answers). When I arrived they thought I was magically going to solve all of their problems, but at the end of the day had to leave without being able to rectify their situation at all or give them any answers or anywhere they could go to get things resolved. It left me looking like I didn't have a clue what I was doing and not a great day for BT's reputation. It was very stressful and embarrassing. One of the worst customer interactions I have had in the whole time I have worked for BT (over 13 years).
21/07/2021 AB-101927760
T B TOWLE Asgarby House Farm Asgarby Spilsby, PE234HX ( 1 hr 26 min (62.1 miles))
tbcat2@btconnect.com Mrs. Catherine Towle
07918758646,01507588555 [email] Catherine advised: "I am waiting for an engineer to help me as promised by B T. He failed to arrive last week when I was told by BT to expect him/her but BT rearranged the appointment for this am. Someone has sent a text to me this morning saying was I still wanting help with a hub I haven't even received nor ordered despite me ringing BT yesterday to check whether the promised engineer would be here for set up advice on a new small business contract! I am wait with eager anticipation for their arrival!"
16/07/2021
AB-101918378
[Expert Setup] Installation Visit
MR BRIAN GREATHEAD T/A RASCALS CASTLES 4 Doncaster . Mr Brian Greathead 07811967044,01302844807
bwgreathead@btinternet.com needs help with setting up complete wifi and 4g Customer Network Access Type: 4, Abbeyfield Road, Dunscroft, Doncaster, dn7 4af.
[Issues] Incomplete / incorrect address details (No street name, no postcode). Poor service wish (Job should have been PM, but doesn't state it on eng.com). The customer advised me when I was on my way to site that he had to go out (by that time I was almost at his address, I had to wait in the van for a bout half an hour before he came home). I Configured the hub, wifi disc and 4G assure box along with two more wifi discs from my van stock: +101226+2104000808 & +101226+2114004776.
.
[21/06/2021] AB-101698015
[Expert Setup] Installation Visit wifi set up Customer Network Access Type: BT Fibre. Address: FLEXII CAR & VAN HIRE LTD 141 Horninglow Street DE14 1PG. Tel: 01283511881 [Email] enquiries@flexiicarhire.co.uk The on-site contact Mr Majad Hussain was not available. @ 10:25:03 I connected disc to Hub (New hub had already been un-boxed powered on and connected to ADSL line by customer before I arrived). I installed the setup app on my phone and connected the "Hybrid Connect" box and wifi disc. People in the office put the new SSID in their laptop and was able to connect OK, but they did not know where they wanted the disc to be installed so left it next to the hub. All OK. [Issues] Fire Hazard: This was the first Expert Setup job I have attended. I arrived to find insufficient power sockets to power the router and wifi disc up. I had to go back to the van to get my own personal power strip (BT do not supply them) to be able to complete the task. I informed the customer that their power strip with double adaptors into double adaptors was a fire hazard but they did not seem concerned. I was reluctant to plug the BT hub back into their existing power strip.
01/12/2022. AB-103092826 Expert Setup Installation Visit MR PETER NELSON. 18 Cardoness Drive, Sheffield, S10 5RW. Customer's hub, 4G box, a phone and one wifi disc were already set up. Customer was complaining about the state they had been left in so I had to tidy wire's and he also wanted the signal to reach his shed at the end of his garden and he insisted on five more discs which I configured and places around the property. He constantly complained about the speed he was getting so tried several times to explain the wifi discs just boost the wifi signal and not directly increase his broadband speed, left customer happy (tried to explain moving discs around is trial and error and he is happy to move himself depending where he wants the wifi to reach).
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