topic Missing Router in Broadband & Landline

Missing Router

clayts — Fri, 18 Oct 2024 09:45:51 GMT

My service went live today and I received the Smart WiFi box, but i have not received a Router (and I have not received notification that a router has been dispatched)

When will the router be dispatched please, and as I can not use the Smart WiFi box until I receive the router, will you be issuing a refund?

Re: Missing Router

JimM11 — Fri, 18 Oct 2024 09:55:03 GMT

@clayts What smart wifi box as you put it have you received? Is there a label on it to identify?

Re: Missing Router

clayts — Fri, 18 Oct 2024 10:00:02 GMT

Hi JimM11 - The label states " Smart WiFi SW10A"

Re: Missing Router

XRaySpeX — Fri, 18 Oct 2024 10:12:24 GMT

You have the EE Smart WiFi (2023) , model no. SW10A, of Setting up Smart WiFi. You need the EE Smart Hub (2023) ,model no. SH20A, of Set up your Home Broadband EE Router to go with it.

Re: Missing Router

clayts — Fri, 18 Oct 2024 10:50:56 GMT

Thanks XRaySpeX - They have not sent me any Router, just the smart WiFI device.

Re: Missing Router

JimM11 — Fri, 18 Oct 2024 11:30:28 GMT

@clayts What router do you have at present?

Re: Missing Router

clayts — Fri, 18 Oct 2024 12:12:06 GMT

@JimM11 A non-descript netgear router

Re: Missing Router

XRaySpeX — Fri, 18 Oct 2024 13:34:20 GMT

What's its model no.? Doesn't it work?

Which EE BB plan are you on including its speed?

Re: Missing Router

clayts — Fri, 18 Oct 2024 13:50:49 GMT

XRaySpeX - Yeah, the router works, but of course, the Smart WifI box is useless without the EE router. I am on "Fibre 67 All Rounder" and I get about 64Mbps

Re: Missing Router

Mustrum — Fri, 18 Oct 2024 14:10:53 GMT

@clayts I suggest you give customer services a call, no one on here has account access so we can't give you any information regarding where your router may be.

HTH.

Re: Missing Router

clayts — Fri, 18 Oct 2024 15:34:32 GMT

Thank you all. After two attempts at trying to get an answered out of EE, I spoke to a really helpful and lovely lady who took the time to understand the issue.

Simply, BT customers migrating to EE will not be sent a router. This is partially understandable, and will certainly help with electronic waste, however, this means that exBT customers are penalised in that they can not make use of the new WiFi6 router (this was the reason I migrated to EE)

In my case, my BT router died years ago and I replaced it with something better (probably not unique).

Re: Missing Router

XRaySpeX — Fri, 18 Oct 2024 15:41:52 GMT

The router that goes with the EE Smart WiFi (2023) , model no. SW10A, is not WiFi6 but WiFi5.

Re: Missing Router

clayts — Fri, 18 Oct 2024 15:48:00 GMT

@XRaySpeX That is interesting. Do they have a wifi6 version?

Re: Missing Router

XRaySpeX — Fri, 18 Oct 2024 16:17:44 GMT

The WiFi6 router is the EE Smart Hub Plus (SH+), model no. SH31B, which goes with the EE Smart WiFi Plus, model no. SW30A.

Re: Missing Router

JimM11 — Fri, 18 Oct 2024 17:23:50 GMT

@clayts So if you feel that you are not wanting to be penalised in anyway then from @XRaySpeX advice above then those two devices are what you need to get from EE for your wifi6 minimum requirements. Good luck there is no reason not too, be prepared to return the device they sent you, the old BT router, mark duff on it so at least they know, but if its in the old no longer have it category, sounds like it was old and past it best, but who knows.👍

Re: Missing Router

clayts — Fri, 18 Oct 2024 18:02:26 GMT

@XRaySpeX Thank you, I appreciate the info, that will be helpful in the next few days 😊

Re: Missing Router

clayts — Fri, 18 Oct 2024 18:05:27 GMT

@JimM11 Thank you. I will have to dig the old router out of the back of a very dusty cupboard. That might take all weekend 😀

Re: Missing Router

JimM11 — Fri, 18 Oct 2024 22:53:59 GMT

@clayts Link to the hardware that EE have currently should you wish to take a look see this is for the routers. Smart wireless extenders for mesh operation should you think that you require separate.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs