What is the difference between the Humax DTR T2000 box and the BT Humax DTR T2100 and T2110 boxes?

Roy · 28 February 2015, 11:35AM

If you have a live BT subscription, then they are obligated by the Sale of Goods and Services Act to keep you supplied with a working YouView box for as long as that subscription is in force, and cannot request an extended commitment as the price of that. Or indeed request any further money over and above your subscription at all.

However, they are not obligated to supply you with the newer model.

If you want that, and BT don't give you one when they swap out the dead T1000, then yes, if you buy one, it will get the BT Player and all the extra channels, as this is something that comes with your broadband line and BT subscription, not something that travels with the box.

Then you could use the BT replacement in another room, though it will only get the extra channels if you pay BT the extra, multiroom subscription. Officially.

redchiz · 28 February 2015, 11:44AM

Really? I thought the boxes came with a 12 month warranty and that's it.

Steve Powell · 28 February 2015, 12:29PM

Thanks everyone. I have now been through the living hell that passes for BT support nowadays, and eventually after being asked the same questions several times, they have booked an engineer for early Monday morning. There was no mention of recontracting yet. We'll see what they say on Monday. I wonder if they actually carry replacements on the van, or if this will be another waste of my time while they post one. I'm not too bothered about getting the new box, but I would like one that works!

Steve Powell · 28 February 2015, 1:22PM

Nuts. I'm just going to go and buy one from Argos and cancel the appointment. It sure is ugly, but the external power supply seems like a good idea for longevity. I can decide later on whether or not to try to get a free replacement from BT as well, and rebook appointment at my convenience, not theirs.

Roy · 28 February 2015, 2:45PM

redchiz

The rules are very different between the SOGA and the SOGASA. As the BT TV that you are paying monthly for is a service that depends on the YouView box that BT supply you with, BT undertake an obligation to keep you in working YouView boxes for as long as you subscribe to BT TV.

Hence our observation that even an unused BT TV subscription is a £5 a month insurance policy against a BT-supplied YouView box ever failing.

redchiz · 28 February 2015, 2:54PM

That would only apply if the box was being hired as part of the contract for service, which it palpably isn't.

zulu17 · 28 February 2015, 3:51PM

My impression and past experience is that there are two approaches to getting a change of Youview box from BT. One is via the sales route whereby a box is supplied as part of a contract extension/change. The other is by the box is by the support route when BT judge that the box is faulty or requires replacement. Whether the box is under or over 12 months old should not affect the support route replacement - if you have a BT TV contract you have the support - the challenge many appear to face is convincing BT or its attending engineer that the box does need replacement as many issues appear to be intermittent or resolvable for a period of box is reset. My advice in those scenarios is capture evidence (camerashots etc..log details of incidents) - follow the tops tips on performing mainentence mode reset etc capture evidence of the continuing problem and inform Bt in writing - using their Contact Us (via email option) - effectively saying I done all this what next - does the box need replacing. That way the problems and attempted recovery actions should be logged on your account records and should mean that the support engineer doesn't simply redo what you have already attempted to cure the problem.

Roy · 28 February 2015, 4:34PM

Hi redchiz

Would you like to explain what the legal position is then, when the service that BT contract to supply you with cannot be supplied because the YouView box they supplied you with in order to receive the service does not work - and why this would not constitute breach of contract on BT's part if they did not repair it?

Steve Powell · 28 February 2015, 4:42PM

I'm back up and running with a new box from Argos, so thanks for all the help everyone. I will confirm what I was told. Namely that all the IP channels are present and correct, and it is all working fine. The old remote control works with the new box, so no need to relearn the key layout just yet. I will deal with BT next week and try to get the faulty one swapped. Now to hide all the **** channels again (i.e. most of them).

redchiz · 28 February 2015, 5:09PM

Roy, you are the one who side-tracked the discussion into the reams of legislation, perhaps you could clarify precisely why you believe the position is as you suggest? And doesn't apply to other equipment e.g. routers, telephones, powerline adapters, microfilters, cables etc?

Visionman · 28 February 2015, 6:14PM

So long as one is in contract to a provider, all equipment supplied under said contract remains in warranty no matter what the length of the contract (or indeed renewal of).

If any piece of equipment breaks down during the current period of contract, it will/should be replaced with no need or requirement to extend the current contract.

In contract - in warranty.

redchiz · 28 February 2015, 6:18PM

That is certainly the basis on which TalkTalk appear to operate. But Steve Powell specifically said he didn't want to have to commit to a new contract. So presumably BT won't help him with his faulty box unless he does? Although clearly he has found his own solution by sourcing a new box for himself, if BT were now to fix his previous one we would presumably then be entering into a whole new discussion about multi-room use! Aargghh!

Visionman · 28 February 2015, 6:30PM

My own personal experience is not to presume anything where BT is concerned, apart from a duty of care to in-contract customers, and sometimes to those not.

However, Steve Powell most certainly did not imply what you state, he said this -

"I don't want to have to commit to a new 12 month contract."

Which may mean one thing or another but the points raised still stand.

redchiz · 28 February 2015, 6:48PM

Sorry, I wasn't making a verbatim quote and I didn't think by leaving out "12 month" it altered my point, so my bad. And I absolutely agree with your remark that one should not presume. Although I need to ask you a point of clarification in return: what do you mean by "in contract?"

Roy · 28 February 2015, 7:40PM

Hi redchiz

I'm pleased that Visionman has reminded you of the part of
Steve's posting that you accused me of 'side-tracking' when I addressed it, as he deserved in any comprehensive reply.

And truth to tell, it never occurred to me that those other items you mention aren't covered; indeed, I have had two microfilters fail here in Spain, separately, and blithely assumed when the second one went and I thought I ought to get some new ones that I would just tip up at the local Telefonica shop and they would give me new ones. Which they did. And BT gave me new PLAs one time, though that was more of a safety issue, I think.

redchiz · 28 February 2015, 7:47PM

Glad that you're pleased Roy. But I'm feeling confused now and a wee bit bullied, not for the first time. And wondering what on earth Steve is making of these three old fools arguing amongst themselves. Apologies Steve, on my part at least, I hope you get what you want from BT, best wishes.

Steve Powell · 28 February 2015, 8:21PM

Feel free to continue to debate the merits (or otherwise) of what loosely passes for customer service at BT nowadays. After wasting 45 minutes of my life making the appointment, and then a totally unacceptable 40 minutes in a phone queue trying to cancel it again, I'm really not convinced they care one bit about existing customers. And to be fair, Sky charge £65 for a box swap, and even then you get a refurbished box of dubious history that generally lasts an even shorter time than the one it replaced. I will try to get a free replacement next week sometime , but I won't be at all surprised if they won't do it. This new design box is way better than the old model they would probably give me anyway, even if it is an unattractive thing. Luckily it's behind smoked glass, so I can't really see it :-)

redchiz · 28 February 2015, 8:25PM

Thank you for being so understanding!

For what it's worth, my input is tempered by the fact that I am not a BT customer, nor more specifically do I use YouView with them. I cannot speak for the other protagonists of course.

Roy · 28 February 2015, 8:52PM

@redchiz

Ah, bless. I hope Steve just sees two of your friends gently trying to rescue you from falling into grave error :-)

But thank you for challenging my perceptions -always welcome to shake me out of my complacency - even if the net result was to establish these on a firmer footing.

And I think, between us, that we have given Steve the advice he needs. Since, emboldened by that, he has bought a 'retail' BT box, and found that yes indeed, it gives him the whole gamut of BT services, as we predicted it would.

And now he can, at his leisure, get BT to address the broken box; where I hope that I also sketched in the multiroom issue in my original reply :-)

redchiz · 28 February 2015, 9:09PM

Ah, bless you back Roy. :-)

Is your advice based on your own experience with BT? And I am particularly impressed at the thought that UK legislation came into its own when you asked for some microfilters to be replaced in Spain, well done.

Roy · 1 March 2015, 12:22AM

Yes, with BT, albeit with a silver BT Vision box from the very early days. There was simply no question that they would keep your box alive for as long as you kept up the service. The now useless one gathering dust in the loft is my third; I must remember to dig it out when I get home and send it back to BT in a jiffy bag :-)

I don't know if you have experienced consumer issues in Spain, but despite us both being in the 'harmonised' EU, your rights over here are decidedly a subset of those in the UK, what the shops practise is in turn a subset of those, and what they practise when they find out you are English is a further subset, with their grasp both of English and of your halting Spanish turning into the null set if it suits them :-)

So getting replacement microfilters over here without demur strongly suggests it should be even easier in the UK :-)

What is the difference between the Humax DTR T2000 box and the BT Humax DTR T2100 and T2110 boxes?

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