topic Re: Incompatible equipment in Broadband & Landline

Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 12:08:35 GMT

I renewed my contract with EE on December 2nd but have had constant issues with incompatible equipment. My Smart Hub 3 (SH31B) router is not pairing with the SW10A WiFi disks sent to me. An engineer confirmed these disks are incompatible and advised I need the SW30A model. However, customer support insists the SW10A disks are correct and continues to send replacements that also don’t work.

I’ve done my own research, and it’s clear the SW10A disks do not work with the SH31B router. Sending a new router (another SH31B) will not fix the issue unless the correct SW30A disks are provided. I need confirmation from EE’s technical team regarding compatibility, as well as an immediate resolution.

Please escalate this matter to a senior technical manager and provide written confirmation of the compatibility issue. I am extremely frustrated with the repeated delays and lack of support.

Re: Incompatible equipment

Matt_124 — Sun, 15 Dec 2024 12:13:00 GMT

Hi @Nickem09,

This is a community forum and not customer services as such your request is not something we are able to assist with as fellow customers. Besides that, we don't have any access to your account or any idea who you are.

What you're saying does sound correct, but the only people who can assist with this are customer services. You may want to consider submitting a formal complaint to EE to escalate the matter if you aren't getting anywhere with it.

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 12:14:37 GMT

If I could get through to anyone I would

Re: Incompatible equipment

Matt_124 — Sun, 15 Dec 2024 12:20:16 GMT

You can submit a complaint here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

Re: Incompatible equipment

JimM11 — Sun, 15 Dec 2024 12:25:22 GMT

@Nickem09 try text HELP to 66033.

Re: Incompatible equipment

XRaySpeX — Sun, 15 Dec 2024 13:28:57 GMT

Just to confirm your findings. The Smart WiFi (2023) (SW10A) you were sent are meant to be for the Smart Hub (2023) (SH20A). The Smart WiFi Plus (SW30A) goes with the Smart Hub Plus (SH31B).

See Setting up Smart WiFi & Set up your Home Broadband EE Router

Beyond that you'll have to take it up with CS as previously suggested.

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 14:04:25 GMT

That’s correct so why do they keep sending me out the wrong equipment?

Re: Incompatible equipment

XRaySpeX — Sun, 15 Dec 2024 14:08:33 GMT

Beats me!

Re: Incompatible equipment

JimM11 — Sun, 15 Dec 2024 14:11:48 GMT

@Nickem09 Does not help much, but you have to get EE CS to take a look at what is assigned to your account inventory wise, you may just find that you have the wrong router ie the (2023) on your account and no matter what they will keep on sending the wrong none matching smart wireless devices for ever and ever.

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 14:20:47 GMT

Yes they confirmed my router is correct during the last call to CS just before the sent me two more SW10A discs. At this rate I will have to revert to my old BT smart hub because I know these discs work with that. Seems a shame though as the bt smart hub is WiFi 5 rather than the WiFi 6 router they sent me.

Re: Incompatible equipment

JimM11 — Sun, 15 Dec 2024 14:24:22 GMT

@Nickem09 So they confirmed that your router is correct, then they have the Smart Wireless Devices wrongly assigned, did you also get that/those confirmed at the same time.?

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 14:27:25 GMT

And I would lose the additional Wi-Fi services only available on the new EE router

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 14:32:27 GMT

No once they checked it on the system I thought they would know they needed to send me the SW30A discs. The main reason they sent me two more is because they believed that the first two were part of a faulty batch and the person I was speaking to categorically said that there is only one version of the smart Wi-Fi discs, but that was before I did my research

Re: Incompatible equipment

JimM11 — Sun, 15 Dec 2024 14:48:18 GMT

@Nickem09 Order dispatch will only send out what is documented to them, if your account has SW10A on it, then for sure that is all you will get, So the person you spoke to has the wrong information, you keep calling for replacements, you will keep getting the SW10A for ever and ever, computer say's it cannot be wrong. If you do not want to call or struggle to get through then test HELP to 66033, and see if it forces a guide to call you!

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

Re: Incompatible equipment

Nickem09 — Sun, 15 Dec 2024 14:48:04 GMT

Thanks for the info but the text help is just a bot who wants to check my connection. I’m currently on hold on the phone 30 mins and counting ☹️

Re: Incompatible equipment

Matt_124 — Sun, 15 Dec 2024 14:50:19 GMT

It should give you the option at some point to reply with GUIDE depending on your query and this instigates a callback

Re: Incompatible equipment

JimM11 — Sun, 15 Dec 2024 14:54:45 GMT

@Nickem09 Then it will find its not working as @Matt_124 has pointed out. Just hold onto the call at least you are doing something.