topic Re: I have agreed to upgrade to full fibre broadband and new hub but very confused in Broadband & Landline

I have agreed to upgrade to full fibre broadband and new hub but very confused

garethhartwell — Sun, 18 May 2025 17:30:51 GMT

I recently agreed with a BT/EE salesperson to upgrade to Full Fibre broadband and was told we would need a new hub. We are expecting somebody to come to connect us but haven't been told when.

Previously we had a BT hub and a few extenders and I was expecting that the installation engineer would replace these. In the meantime we have received a package in the post which I havent opened because I thought it was for use by the engineer when they come.

But I'm now getting emails reminding me to return the BT kit (which we are currently still using because nobody has told us to change it!) Have I misunderstood the process, are we meant to install the new hub ourselves? If so will you tell us when the new fibre has been connected so we know to go ahead with this (or are the two things unrelated)?

This hasn't been properly explained at all and I dont really understand why I have had to switch from a BT account to an EE one when you are meant to all be the same company.

Thank you.

Gareth

Re: I have agreed to upgrade to full fibre broadband and new hub but very confused

jac_95 — Sun, 18 May 2025 17:42:35 GMT

@garethhartwell

What type of broadband do you have currently? Is it full fibre? I.e you have a ONT already that looks like something the below?

Re: I have agreed to upgrade to full fibre broadband and new hub but very confused

XRaySpeX — Sun, 18 May 2025 18:57:49 GMT

You should be told by EE of your installation date.

On that date the OR eng. with connect you up with the fibre cabling to the house & the ONT. He might set up the EE router but it is best to have it ready with its WAN ethernet cable ready to plug into the ONT. I doubt he'll touch the EE WiFi extenders. They are your responsibility.

Re: I have agreed to upgrade to full fibre broadband and new hub but very confused

JimM11 — Sun, 18 May 2025 19:50:45 GMT

@garethhartwell There is 60 day's to return any requested BT items, hubs, extenders or whatever the request. JUST hold onto everything that you have until all the new EE is installed and you are 100% happy that everything is working as you wish, if you do not keep hold then you are not getting it back, you better open all the boxes that you have received and take a look at what you have got, that way you can deal with anything that is missing NOW....

The e-mails are all automated pain in the rear, just ignore them at present...

Re: I have agreed to upgrade to full fibre broadband and new hub but very confused

Chirpy1960 — Wed, 19 Aug 2026 04:31:30 GMT

BT / EE are extremely quick in asking customers to return old equipment with the threat if they don’t they will be charged . However as I’m currently waiting for my full fibre installation my old equipment won’t be returned until the new equipment is installed. In fairness they’ve given a date in October that the equipment needs to be returned by .

Re: I have agreed to upgrade to full fibre broadband and new hub but very confused

JimM11 — Wed, 19 Aug 2026 08:06:03 GMT

@Chirpy1960 The e-mails about it all are just standard, it is all documented about the returns and when/if your full fibre gets installed with/without any complications along the way. If you need just see the returns help that does explain it all. Just be 100% sure to get/keep your postal receipt that is your proof you have done it complied with the request and keep it safe even though you get the Automated e-mail from them saying thanks we have your return back now when it does get checked off.....

Return and recycle your EE Broadband or EE TV products | Orders And Returns Help | EE