topic Re: Anyone recently ordered a Smart 5G Hub? in Mobile Broadband

Anyone recently ordered a Smart 5G Hub?

TrickyT — Sat, 04 Jan 2025 12:52:07 GMT

Has anyone recently ordered a Smart 5G Hub?

I ordered one of Friday over the phone and ordered the Smart 5G hub.

I know it was the Smart 5G Hub as the cost was £50 month for unlimited data and I had to pay £100 upfront.

The 5G WiFi 2 device is £55 month with no upfront cost.

However, when my order arrived today, it was the 5G WiFi 2 hub. I phone EE to explain that this was the wrong one, so they have cancelled it. I looked on my Confirmation order and it says 5G WiFi 2 under the device.

After cancelling, I was put back through to sales. I explained what had happened and they ordered me the correct one. However, when I went to sign the agreement online it also says 5G WiFi 2. I explained that this doesn't look right as it's the same as my previous order. The sales advisor came back after a while and said that as far as they can see it is the correct one with the ethernet.

The order has now been placed, but I still think that when I get the delivery on Monday it will be the 5G WiFi 2 device and I will have to go though all of this again.

I could not order it online as I have no idea what is wrong with the system. If I am logged in with my details, then if I click on the Mobile Broadband page, nothing comes up. If I log out, then I can see all of the details on the mobile broadband page, but it won't link to my account to give me the discount.

Re: Anyone recently ordered a Smart 5G Hub?

Peter_W — Sun, 05 Jan 2025 08:27:29 GMT

Good morning @TrickyT.

Welcome back to the EE Community!

Please do keep us posted on how you get on with the delivery tomorrow, as I'd hate to think there's been any crossed wires on which device you want.

When it comes to adding this online, what exactly do you see when selecting the option for mobile broadband?

Have you tried this from a different device or browser too?

Peter

Re: Anyone recently ordered a Smart 5G Hub?

TrickyT — Sun, 05 Jan 2025 14:27:10 GMT

Just a quick update, hub arrived today and it was the correct one.

On my original delivery note it said the following

300031974 - 5G WiFi 2

But on my recent delivery note it is

3000033027 - Smart 5G Hub 3

So just appears to be a mix up.

Re: Anyone recently ordered a Smart 5G Hub?

Peter_W — Sun, 05 Jan 2025 14:29:53 GMT

Thanks for the update here @TrickyT.

I'm glad to hear the correct device has arrived on this occasion, and thanks for taking the time to come back and let us know too!

Peter

Re: Anyone recently ordered a Smart 5G Hub?

TrickyT — Sun, 05 Jan 2025 14:50:00 GMT

@Peter_W this is what happens when I tried to order it online.

When I am not logged in, I browse to Broadband - Mobile Broadband - Smart 5G Hub and get the following.

But if I am logged into my account, I can browse to any other page, mobile or broadband for example and there is no issue.

But if I browse to Broadband - Mobile Broadband - Smart 5G Hub and get the following when I am logged it. It doesn't display any products. This is the same if I am on WiFi, mobile or any device.

Re: Anyone recently ordered a Smart 5G Hub?

Peter_W — Sun, 05 Jan 2025 15:10:52 GMT

Thanks for sending those details over @TrickyT.

If you select the option to 'Add a Product', can you see the Mobile broadband options in here?
Peter