topic Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's. in Broadband & Landline

EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

XRaySpeX — Wed, 13 Aug 2025 16:45:52 GMT

Received text today from EE saying:

Hi it's EE here.

We've found that some of our power adaptors on some of our Smart Hubs may stop working sooner than expected. They're not dangerous, but they can fail over time.

To make sure you're not affected, we've sent you a new power supply.

Please replace your old one with the new one as soon as you receive it.

Thanks for your help.

Received said power supply 1 hour later by Royal Mail with return bag for old 1. The accompanying leaflet states that this only applies to the Smart Hub Plus.

I don't even use the SH+ (SH32B) that they have registered to me.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

Northerner — Wed, 13 Aug 2025 15:35:42 GMT

Hi @XRaySpeX

EE want the old one returning?

Just think of the wasted postage and CO2 incurred to return a power cable.

Unbelievable.

Thanks

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

XRaySpeX — Wed, 13 Aug 2025 16:55:46 GMT

@Northerner : Yes, the accompanying leaflet says "We need to dispose of & recycle the the current adaptor", so return it. It comes with a ginormous addressed return bag (the size of a cooker or washing machine frontage). Yet more wasted plastic 😞 !

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

Chris_B — Wed, 13 Aug 2025 17:27:47 GMT

@XRaySpeX You can send your new power supply to me. 😆. I’ve not received any such text ( yet )

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Wed, 13 Aug 2025 17:46:19 GMT

@Chris_B You will be in the batch off good PSU units, so excluded from needing one! Pro-active!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Wed, 13 Aug 2025 17:51:24 GMT

@Northerner At least they are not doing the whole shebang, Router as well!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

XRaySpeX — Wed, 13 Aug 2025 18:02:33 GMT

Both my old unused & new power supplies for my SH+ (SH32B) are identical even down to the plastic wire & cardboard securing loops. I hope I correctly can tell them apart & am sending the old 1 back to EE 😉.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

Chris_B — Thu, 14 Aug 2025 07:21:58 GMT

@JimM11 I’ll be surprised if that’s the case as I’ve had this router for 14 months now.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

soddvd — Sat, 23 Aug 2025 06:39:44 GMT

When I received this text I had online chat with them to try & confirm it wasn't a scam. They claimed to know nothing about it & told me they definitely hadn't sent me any texts or parcels. The parcel arrived & was clearly from EE. The right hand doesn't know what the left hand is doing at that place. Clueless!!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

RichWri — Sat, 04 Oct 2025 12:03:07 GMT

I wish I'd been told this. Over the last two months my router kept dropping out, losing WiFi and internet access randomly. Got worse and worse. Eventually would only stay up for 5 mins. Reported it.

Open reach came out last week and, after various tests, replaced the power supply. It's fine now, but I've just been sent the text to tell me it needs to be replaced and one is in the post. All seems very disjointed.

I guess it keeps people in a job but that must have cost a small fortune.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Sat, 04 Oct 2025 13:17:49 GMT

@RichWri Been going on for months and months since way back, at least EE are dealing with it now!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

TallSteve2 — Thu, 09 Oct 2025 16:53:30 GMT

Just been told by EE "guide" that I need new power supply cable and not a new router (which I thought had been ordered by their engineer but never delivered). Cannot connect to broadband for last 5 days. No internet, no phone.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

C4RLY — Thu, 09 Oct 2025 17:18:26 GMT

I feel your pain! Formal complaint and I got £25 credit. I should think they'll think very hard in future who manufactures their routers!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

XRaySpeX — Thu, 09 Oct 2025 18:18:59 GMT

Sagemcom Broadband SAS

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Thu, 09 Oct 2025 19:17:05 GMT

@TallSteve2 Hopefully they have now corrected and a new PSU is on it's way to you!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

TallSteve — Fri, 10 Oct 2025 08:47:11 GMT

Fingers crossed. In the meantime if I unplug the power supply and let it stand for a while, then replug I can get it to connect for about 5 mins before it falls down and ends up solid green(not aqua).

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Fri, 10 Oct 2025 09:33:06 GMT

@TallSteve And the 5 mins up/down is the sure fire tell tale that the PSU is toast and until you get a new one you are a rowing boat without oars!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

C4RLY — Fri, 10 Oct 2025 09:42:28 GMT

That's all it will do! Just keeps rebooting every 5 mins it's a nightmare. They don't have enough power to keep it alive. Dodgy China chargers 😆. I bought an adapter for next day delivery on amazon as I couldn't bare to wait for EE to take days. Got that as a spare now and got new router and 3 x adapters now just in case 😆.

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

JimM11 — Fri, 10 Oct 2025 09:57:12 GMT

@C4RLY Nothing like being prepared!

Re: EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

Dabmonger — Fri, 17 Oct 2025 02:46:44 GMT

I'm assuming it was someone from the BT/EE Home Tech Team, and not Openreach itself?
But yeah, cost of purchasing new power supplies, cost of engineer visits, compensation costs, cost of correspondence, delivery & packaging ... I wonder if EE itself will get compensated from that manufacturer? 🤔