topic Re: Trying to switch from BT to EE for new updated router in Broadband & Landline

Trying to switch from BT to EE for new updated router

NFraser123 — Fri, 05 Sep 2025 15:38:09 GMT

I have recently been receiving multiple prompts from BT and “thanks for your order messages” to move to digital voice.

The situation is that I am on 24 hour callout and need both Landline and Mobile unfortunately I do not use any of BT’s equipment since their BT smart hub 2 does not give good coverage in my house and doesn’t support my devices properly so I use my own router.
BT do not publish any technical specification on how to configure your own router to support their digital voice so you have no choice but to use either a BT or EE router. I know I could potentially put the smart hub 2 inline with my equipment- but don’t really want the extra kit, mess and TBH bother of getting that working.

I have contacted BT/EE on multiple occasions and cancelled the digital voice order and said that I will move to EE so I can get a better router which will support digital voice so that my phone can be migrated to digital voice.

Unfortunately, EE/BT will not supply a new router as I already have a smart hub 2 somewhere in the loft, which I do not use so therefore they were actually unable to order new broadband for me or move me from BT to EE as they will not supply a new router despite me offering to pay for it, which seems a bit bizarre.

So at the moment I’m stuck, so I told them just to cancel the digital voice order again because they will only allow you to use and / or only send a BT Smart 2 even when moving to EE. This is despite previous calls and being advised to move to EE to get the EE router.

So my question is, is there any way of getting an upgraded router when moving from BT to EE, the current BT Smart hub 2 model was released 7 yrs ago - it gives very poor coverage in my house and does not support the latest WiFi standards, my issue is currently I cannot move to digital voice . I also find it odd that I cannot get the more up to date EE router even if I offer to pay extra for it.

Thanks for any advice

Re: Trying to switch from BT to EE for new updated router

XRaySpeX — Fri, 05 Sep 2025 16:05:56 GMT

Pay for the EE Smart Hub Pro and Smart WiFi Pro add-on. It is £12 pm for 24 months.

Re: Trying to switch from BT to EE for new updated router

JimM11 — Fri, 05 Sep 2025 16:24:20 GMT

@NFraser123 If you wish to continue using your own router if it is capable of routing on a fibre modem feed, then you may wish to port your landline number to a voip provider, that option will be Fibre BB only supplied by EE, and the voip company can take care of the phone side for you!

Re: Trying to switch from BT to EE for new updated router

Matt_124 — Fri, 05 Sep 2025 16:26:43 GMT

@XRaySpeX

Was about to comment this, although with the caveat that it is only available in Full Fibre areas on Full Fibre 150 or above.

Re: Trying to switch from BT to EE for new updated router

NFraser123 — Tue, 09 Sep 2025 10:58:23 GMT

Thanks for the response, we only have FTTC / VDSL here at the moment.

Re: Trying to switch from BT to EE for new updated router

NFraser123 — Tue, 09 Sep 2025 13:04:15 GMT

Hi XRaySpeX - thanks for your response, do know if that smart hub pro supports FTTC/ VDSL or is it just Fibre ?

Thanks
NFraser123

Re: Trying to switch from BT to EE for new updated router

Matt_124 — Tue, 09 Sep 2025 14:59:52 GMT

Hi @NFraser123

The Smart Hub Pro only supports FTTP as it does not feature a modem or RJ-11 port for use with FTTC/VDSL.