topic Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE in Broadband & Landline

EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Tue, 16 Sep 2025 17:00:54 GMT

Hi all. I've been on the phone with EE for over 8 hrs now over 13 days.

I was with EE for almost 15 years prior, and for no real reason, moved to BT for 2 years. We also wanted to take out 2 sim deals with EE.

I called last Wed to ask about the sim deals. Long story short the guy offered me the £37 Unlimited 100mbps for £11.50. i even asked at the time if i should be with EE for BB first. He said no, I can sort it from here. I was then transferred to BB. Turns out he shouldn't have done that! This is where the problems started.

I won't go in to the full details, but I've been on the phone with them for over 8hrs now over 13 days and speaking to 13 different people. The last phone call I was offered what I thought were sincere apologies for what had happened, why I wasn't being called back, and why I kept receiving different information and promises. This lady said she'd spoken to her manager, would upgrade me to 900fibre for my current price I was for 150 as compensation for frustration caused and send me out the new Smart Hub + which is clearly offered on the EE website on all deals.

I've been told point blank today I will not be receiving a Smart Hub + unless i upgrade to 900 fibre.......I exclaimed that it's offered with even their cheapest deals and 74mbps.........I tried to explain my weak garden signal and wifi 6 benefits, but No, not having it. So i suggested as i was within 14 days, i would cancel the contract and take out a brand new contract and they would send me the Smart Hub +

So, I'm waiting for yet another call back, promised tomorrow by the Manager.....I'm not holding my breath, but is this what EE has become?

All I've tried to do is re join EE for Mobile and BB........

I'm beyond beaten now.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

JimM11 — Tue, 16 Sep 2025 17:40:50 GMT

@p4everEE Coming from BT you keep your BT Smarthub2, that's it and that's the deal! There is different rules and it is all listed in the Terms and conditions for BT to EE Migrations!

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Tue, 16 Sep 2025 17:43:39 GMT

Apparently so Jim, but I moved to get the wifi 6 speeds of the new router. I signed the deal being told I would get it, then told I wouldn't then told I would then told I won't....so now within my 14 days, I'll need to cancel, just to take out a new contract to get the new router. It's absurd hoop jumping.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

JimM11 — Tue, 16 Sep 2025 18:45:35 GMT

@p4everEE Trust me you would be far better staying with the BT Smarthub2, then buying your own router once it is all changed over! Be warned, as soon as you cancel, waiting time begins! Reachout to @Cardiffjamesh to see how he got on!

WiFi pro mess - Page 7 - The EE Community

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

XRaySpeX — Tue, 16 Sep 2025 20:52:48 GMT

@p4everEE wrote:
the new Smart Hub + which is clearly offered on the EE website on all deals.

.....
I exclaimed that it's offered with even their cheapest deals and 74mbps

What you see on the EE website is only offered to new custs of EE. When you move from BT to EE you either have to take what router they give you or keep to your existing BT SH2.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Wed, 17 Sep 2025 08:39:33 GMT

ok folks, so my real question is this:

Is the Wifi 6 worth the upgrade? We've got a weak signal to our garden. Granted it's around 10m away but clear line of sight. Using either 2.4g or 5g with the 500mb package we see well over 400mbps in doors but once we head outside it's like 10 or less.......

Is there a work around with the newer wifi 6 smart hub + offered by EE? All research so far suggests it's a significant upgrade.

Failong this I might have to require and move the router which won't be a simple job.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

JimM11 — Wed, 17 Sep 2025 14:29:08 GMT

@p4everEE The real answer is that the wi-fi6 increases the speed but the distance is not improved, the only way you can get a better signal out to your garden would be to have the router closer but that is no way near any guarantee, outside walls are normally double brick and cavity, so wireless struggles at best to get through that combination!

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Fri, 19 Sep 2025 14:02:33 GMT

I've been called today by a Manager or Team Leader. Line was terrible bad. Can't help think it was on purpose after all that has happened.

Short version is they can't/won't send me a Smart Hub + Router. As I am within my 14 days, they suggested placing and order online instead and it will over write my current selection, and they'll send me the Smart hub +

Sounds unlikely. Why the run around?

Is it worth having the Smart Hub +? Surely it is? Newer, better specced. Why would I not want it?

She said it would be seemless. I just don't believe this is a valid solution.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

JimM11 — Fri, 19 Sep 2025 14:39:57 GMT

@p4everEE You can only go with the advice that you were given by EE! It's all your choice.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Fri, 19 Sep 2025 14:42:43 GMT

Well, I tried to place a new order online..............it won't let me change anything as I'm already with EE lol.............

So back on the phone t see why I can't place a new order for 12 month contract, 500mb and Smart Hub + router...........

They won't let me..................on hold again.

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

JimM11 — Fri, 19 Sep 2025 14:51:10 GMT

@p4everEE One single open order, you are getting nothing, computer say's NO! And not surprised but EE CS are trying to be helpful and leaving it all to you!

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Fri, 19 Sep 2025 14:53:52 GMT

not sure of your sentiment in this reply.

I'm trying to change my order from 24 months 500mb to 12 months 500mbs and new Smart hub + router...........

So far they're telling me the only way to get the router is to opt for the 900mb.........then they'll send the router........

but it's offered on all deals from 74mb................

I said what do i need to do to simply reset as if i was a new customer.? On hold for 15 mins............

Re: EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

p4everEE — Fri, 19 Sep 2025 15:16:14 GMT

I'm posting now just for anyone else having issues with Migration Customer Service and how to get whats' advertised on the website.

I've basically been told that I need to cancel my current order. My wife sitting next to me can place a brand new order at the same time. My current 14 days will expire 29th, her new order will go live the same day and we will receive the new smart hub + router.