topic Upgraded broadband and was sent a "worse" hub? in Broadband & Landline

Upgraded broadband and was sent a "worse" hub?

Justachillguy — Sun, 17 Aug 2025 14:51:04 GMT

So I upgraded from the 500 to the 900 package. Before I had the Smarth Hub Pro, and with the upgrade they have sent the Smart Hub Plus, which is meant to not be as good as the Pro, or am I missing something?

Re: Upgraded broadband and was sent a "worse" hub?

XRaySpeX — Sun, 17 Aug 2025 15:19:35 GMT

With the 500 Meg plan you weren't meant to have the SH Pro unless you were paying extra for it. Same goes for 900 Meg plan.

You could send the SH+ back & continue using the SH Pro but its f/ware is nowhere as up to date.

Re: Upgraded broadband and was sent a "worse" hub?

JimM11 — Sun, 17 Aug 2025 16:33:40 GMT

@Justachillguy Just a Router sent or any matching smart wireless devices for the Plus, if you have and using same amount Pro package you have! Keep them both until requested back, the let them know the Plus device or devices are in the return bag, and do keep forever the Tracking/Postal receipt in a safe place and best track and follow all the way back!

Re: Upgraded broadband and was sent a "worse" hub?

Justachillguy — Sun, 17 Aug 2025 17:00:53 GMT

Just the hub..
I did have a wi fi extender with the pro but i was going to send it back as I am connecting via ethernet and dont need it anymore

I guess I cant send them the plus + wi fi extender pro, right? 😂

Re: Upgraded broadband and was sent a "worse" hub?

Matt_124 — Sun, 17 Aug 2025 17:12:52 GMT

Unfortunately not, if you've taken the new package without the Smart Wi-Fi Pro add-on they'll be looking for the Smart Hub Pro and Smart Wi-Fi Pro back or you would face a non-return charge for the both of them - £125 for the SH Pro and £85 for each Smart Wi-Fi Pro. https://ee.co.uk/help/orders/return-and-recycle-ee-product

Important to note the payment of a non-return charge does not transfer the ownership from EE to yourself, they remain the property of EE provided to you on a loaned basis and you can return them within 2 years for a refund of the non-return charges.

Re: Upgraded broadband and was sent a "worse" hub?

JimM11 — Sun, 17 Aug 2025 19:20:30 GMT

@Justachillguy You don't send anything back that is not requested, just messes up all the details on the return side and the tracking. Looks like you may be having to make a call to EE CS to sort out what is best with your FF500 upgrade and keeping your PRO and the Smart wireless to the End off the 24month period! It sounds like a complete mess, don't be surprised it all get's cancelled, and restart's all again, new Equipment and all the Pro/Smart and Plus now need to go back!