topic Re: Switched from BT to EE but no new router? in Broadband & Landline

Switched from BT to EE but no new router?

jsutt32 — Sat, 15 Feb 2025 10:28:57 GMT

I switched from BT to EE a few weeks ago now and assumed I would be getting a new router. It's never arrived and in true corporate style these days, it is impossible to message EE direct with this query. Is my assumption right? Or do EE assume that I will continue to use the BT router.

Re: Switched from BT to EE but no new router?

Profile closed — Sat, 15 Feb 2025 10:47:39 GMT

@jsutt32

I was already on Fibre 900 w BT using a SH2 with 1 disc extender, but when they switched us to EE they sent a new SH+ with ultimately 2 extenders. I think it can depend on the package you have, and certainly there’s some who prefer to keep using their BT kit for various reasons, assuming it’s otherwise compatible of course.

Which BB plan were/are you on?

Re: Switched from BT to EE but no new router?

JimM11 — Sat, 15 Feb 2025 10:49:32 GMT

@jsutt32 The BT/EE switch is far from straight forward, but one of the stated facts is if the BT Equipment is deemed to be good/functioning or whatever reason then NO EE is sent, and you continue to use what you have....

Re: Switched from BT to EE but no new router?

Profile closed — Sat, 15 Feb 2025 10:53:10 GMT

We were with BT 500Mbs with smart hub 2 (wifi 5), and we switched to EE 500mbs and on their site it said on the package we would get a smart hub+ (wifi 6), when we signed up for EE we never got the hub, so I rang up and said where is it, they told me on the phone I already have a smart hub 2 I won't be getting one, and I was like how does that make says it literally says on your website you get a new hub on the 500mbs and up packages, I could hear some woman in the background telling the man what to say and they still refused to give me one, bunch of scumbags

Anyway I ended up talking to someone different from another department and he said I can only get the smart hub+ on the 900mbs package, so we ended up getting 900mbs, and guess what, the smart hub+ ended up being trash, and I just bought a smart hub pro, we will never be joinning anything related to EE again when this contract is done

Re: Switched from BT to EE but no new router?

Profile closed — Sat, 15 Feb 2025 11:06:25 GMT

@JimM11 wrote:
@jsutt32 The BT/EE switch is far from straight forward, but one of the stated facts is if the BT Equipment is deemed to be good/functioning or whatever reason then NO EE is sent, and you continue to use what you have....

That is not acceptable in my view.

The online switch process from BT to EE is quite clear as far as I am concerned about what should be included with the new package.

Whilst the EE Smart Hub Plus is not to everyone’s taste, I would want the new kit for the WiFi 6. Can anyone from EE confirm that if you move from BT you do not get the new EE broadband kit if you transfer?

I’m on BT Halo 3+ so moving to Full Works I expect a Smart Hub Plus, Smart WiFi Plus and Smart Hybrid Connect to replace the BT versions.

What I am offered to move

Re: Switched from BT to EE but no new router?

JimM11 — Sat, 15 Feb 2025 11:14:11 GMT

@Profile closed It is posted front and centre on the Terms and conditions and not made clear, but the fact is stated. Will try to see if there is a more updated version to the date.

https://ee.co.uk/content/dam/help/terms-and-conditions/broadband/plans/ee-essentials-all-rounder-and-full-works-broadband-plans.pdf

Re: Switched from BT to EE but no new router?

jsutt32 — Sat, 15 Feb 2025 11:24:21 GMT

Swapped from Fibre 1 to Essentials Fibre 36, a like for like swap as living in a rural location, that's as much speed as we can get down the phone line. I suspect from other comments that EE have deemed my existing router to be adequate. I'm pretty sure that I saw somewhere in the swap over that it included a new router. However, it also sounds like I'm better off sticking with the BT router!

Re: Switched from BT to EE but no new router?

JimM11 — Sat, 15 Feb 2025 11:30:55 GMT

@jsutt32 BT Smarthub2 is a really good router although wireless spec is only 2 back from the all singing dancing version at present, and as you well and fairly point out location and speed you have, once that improves for you then it is all bets off, and do you want to be fighting the EE Smarthub+ version although estimated all the new and rapid FW updates it is getting some attention to sort out current issue's off which there are many....

Re: Switched from BT to EE but no new router?

Profile closed — Sat, 15 Feb 2025 11:41:52 GMT

Thank you @JimM11

Oh well, I’m not switching then as I am not messing about with vague terms and conditions, I’ll leave BT at the end of my contract in May for a new ISP.

This reminds me of how BT made Halo 3+ customers switching from FTTC to FTTP sign a new 2 year contract when the terms and conditions of Halo 3+ clearly state you get upgraded for free and do not need to re-contract.

BT Halo 3+ Full Fibre terms

Re: Switched from BT to EE but no new router?

jsutt32 — Sat, 15 Feb 2025 11:49:17 GMT

What does annoy me though is that under 'Manage my Products' it clearly shows the Smart Hub as being part of my package.

Re: Switched from BT to EE but no new router?

LeuvenMan — Mon, 17 Mar 2025 18:00:06 GMT

Just experienced this myself. Migrated from BT to EE, they have sent me a TV box, but no new router? Spoke to customer services and was told “the BT Smart Hub 2 is the same as the EE Smart Hub” (I think not as one of WiFi 5 and the EE is 6?) and “they didn’t send me one as it’s saves me having to mess about……..”

we are FTC only, not full fibre, max speed 61Mbs ish

This is irritating. If it’s upfront in the T&C’s they don’t upgrade the hub then fair enough ( my bad for missing it) , but to have the call centre fob me off is poor

Re: Switched from BT to EE but no new router?

XRaySpeX — Mon, 17 Mar 2025 18:06:33 GMT

@LeuvenMan : When BT migrate your BB to EE they usually require you to continue using the BT SH2. It works on EE BB.

Re: Switched from BT to EE but no new router?

Matt_124 — Mon, 17 Mar 2025 23:22:39 GMT

The BT Smart Hub 2 is the same as the EE Smart Hub (2023) as both of these models are Wifi 5, so if that is what they stated then that is correct.

The EE Smart Hub Plus however is the WiFi 6 version and what I imagine you mean to say.

Ultimately in the documents you must approve as part of your pre-contract information and the contract document, these typically detail the equipment and it would have stated what equipment you were getting or being expected to use with your service before you signed.

Re: Switched from BT to EE but no new router?

XRaySpeX — Mon, 17 Mar 2025 23:11:59 GMT

@Matt_124 wrote:

The BT Smart Hub 2 is the same as the standard EE Smart Hub (2023)

But, @Matt_124 : the EE Smart Hub (2023) isn't EE's current offering, the EE Smart Hub Plus.

Re: Switched from BT to EE but no new router?

Matt_124 — Tue, 18 Mar 2025 00:01:35 GMT

Apologies @XRaySpeX

The commenter I replied to referred to the EE Smart Hub, not an EE Smart Hub Plus.

I did think they meant the Plus, but it's possible the EE staff member they spoke to were comparing the EE Smart Hub (2023) when saying they were the same.

I believe they still offer it (or did up until recently) as an equipment replacement for those with a BT Smart Hub 2 as part of their contract, but not to new customers, who receive the EE Smart Hub Plus.

Re: Switched from BT to EE but no new router?

LeuvenMan — Tue, 18 Mar 2025 05:45:22 GMT

Hi Both, thanks for taking the time to respond.

Indeed I was referring to Smart Hub +

If it’s in the T&C’s so be it, the part which irritates me is that when placing the order, a new hub appears on the order conformation, (along with the TV box & TV box mini), it’s only when the dispatch notification came through that I realised they were not sending a new hub, as confirmed by the call centre.

I’m unlikely to pursue this further, just wanted clarification.