topic Re: Smart Hub Plus Router - replacement still not sent in Broadband & Landline

Smart Hub Plus Router - replacement still not sent

Mumofboys2 — Mon, 21 Apr 2025 06:09:20 GMT

I’ve got All Rounder Fibre broadband. On Friday morning, router started going through the rainbow of lights including white which according to the EE engineer when I phoned was ‘not good’. They said they would send new router and it should arrive next day (Saturday) as we were getting post. Nothing arrived Saturday so I called and they said it was waiting to be sent and should arrive Sunday (yesterday). Still nothing. I know Easter weekend but they said it would be sent and we’ve been getting post so no idea why still not been sent! I asked if I could pick up in local store but was told not available.

I absolutely need to be back online by tomorrow as I work from home-my mobile hotspot will only give 4G and doesn’t have unlimited data so not strong enough. I’m going to need to phone EE again this morning-any advice on what I need to say to get back online by tomorrow?

Re: Smart Hub Plus Router - replacement still not sent

JimM11 — Mon, 21 Apr 2025 06:56:38 GMT

@Mumofboys2 You have not a hope in hell, Royal Mail Posting 48hr service, if you have not got tracking info sent to your mobile by text/e-mail then you can forget it what so ever.

Your next step is also to prepare what you need to do, working from home is not a Business classed service, you will pay 10 times more to have that kind off response.

Re: Smart Hub Plus Router - replacement still not sent

Mumofboys2 — Mon, 21 Apr 2025 07:03:33 GMT

@JimM11 Err thanks for that! I thought I paid for a stay connected promise with my All Rounder broadband?!?

Re: Smart Hub Plus Router - replacement still not sent

JimM11 — Mon, 21 Apr 2025 07:14:14 GMT

@Mumofboys2 You do, and you may wish to read your contract for all that applies with that option.

Re: Smart Hub Plus Router - replacement still not sent

Peter_W — Mon, 21 Apr 2025 10:00:47 GMT

Hey there @Mumofboys2.

Welcome to the EE Community!
I'd definitely recommend getting back in touch with our team to check on if anything has been dispatched.

Due to the bank holiday things are likely to take a bit longer than usual, but I can appreciate your disappointment if you were still advised next day delivery.
If you're a mobile customer it's worth mentioning you're using your hotspot too, as we certainly want to make sure you're able to stay connected in the interim.

Peter