With our Keep Connected Promise for Halo customers, we'll get you back online quickly if your broadband stops working.
If you report a fault with your broadband, we'll send you a Mini Hub straight away at no extra cost. It uses a mobile signal to connect your devices until we've fixed the fault.
With our Keep Connected Promise we'll get you back online quickly if your broadband stops working.
Once you've reported an eligible fault, we'll send you a Mini Hub.
If you report your fault Monday to Friday before 7.30pm, you'll receive your Mini Hub the next day. If you report a fault on the weekend before Sunday at 12.30pm then it'll arrive on Monday. After 12.30pm on Sunday, it'll arrive on Tuesday. In some places like Highlands and Islands and parts of Cornwall it may take a little longer.
If you have mobile on the same account, we'll switch on free unlimited data on all your phones within an hour of reporting the fault, so you never have to worry about using any of your data allowance while we fix the fault. If you've shared your Halo benefits with any other BT Mobile customers living in your home, they'll get free data too.
The Mini Hub uses a 4G mobile signal to connect you to the internet when you have a problem with your broadband. In a similar way to how you connect devices to your BT Hub, you can connect up to 20 devices, such as your mobile, laptop or tablet. It will keep them connected to the internet at home.
The Mini Hub comes with a SIM that will provide unlimited data while we fix your fault. We won't charge you anything extra for the Mini Hub or the SIM.
The Mini Hub doesn't have all the range and features of your usual BT Hub, as it's just to tide you over until we get you back up and running. You won't be able to connect devices that need wired access. The EE TV Box Pro and EETV Box Mini will connect via WiFi but you won't be able to view mulitcast channels. However, you can still use the EE TV and TNT Sports apps to watch TV. Freeview channels will continue to work on your EE TV Box Pro during a fault, if your EE TV Box Pro is connected to an aerial.
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What's the difference between the BT Hubs >
Learn about the BT Hub Manager >
If you're a Halo customer and have reported a broadband affecting fault, we'll send you a Mini Hub if you're eligible. Take a look at www.bt.com/halo/terms for more information.
There's no additional charge for the Mini Hub, as you get this as part of our Keep Connected Promise with Halo. Your Hub will provide unlimited data while we fix your fault.
If you report your fault Monday to Friday before 7.30pm, you'll receive your Mini Hub the very next day. If you report a fault on the weekend before Sunday at 12.30pm then it'll arrive on Monday. After 12.30pm on Sunday, it'll arrive on Tuesday. In some places like Highlands and Islands and parts of Cornwall it may take a little longer.
The packing is designed to fit through most letterboxes and doesn't need to be signed for, so you don't need to wait in for it.
You will receive instructions informing when to return the Mini Hub using the provided returns kit.
Follow these steps to return the Mini Hub:
- Pack your Mini Hub with all cables and instructions into the original box.
- Put the box into the original mailing bag and seal with the sealing strip. Peel off and apply the pre-paid returns label on top of the original mailing bag label.
- Post in any postbox, or take to a Post Office if you want proof of postage.
You can track your fault by visiting our fault tracker on mybt.com >
We'll also send you confirmation when the fault has been fixed.
As a Halo customer, once you've reported an eligible fault, we’ll send you a Mini Hub which provides unlimited 4G data until your fault is fixed.
If you have mobile from BT on the same account (or have shared your Halo benefits with other BT Mobile customers living in your home), we’ll also activate Broadband Backup within a hour of you reporting the fault. This means there'll be no charge for your data until your fault is fixed. For more information see Learn about Broadband Backup >