topic EE won't replace my old BT Hub 2 with an EE router. in Broadband & Landline

EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 15:26:38 GMT

Today my EE broadband went live; I transferred from BT. They won't replace my old BT Hub 2 with an EE router. They tell me there is no need. If they were all the same then why are there so many different ones out there.

My old BT package was wifi 5. The new EE package is wifi 6.

Am I the only one?

Re: EE won't replace my old BT Hub 2 with an EE router.

Verk — Mon, 22 Sep 2025 15:40:46 GMT

I believe it depends on what package you are on.

EE currently do 3 routers, The Smart Hub, The Smart Hub Plus and the Smart Hub Pro

If you are on a package under a certain speed you'd get the Smart Hub which is equivalent to BTs smart hub 2 which is likely why they wont replace the Smart Hub 2

Re: EE won't replace my old BT Hub 2 with an EE router.

XRaySpeX — Mon, 22 Sep 2025 15:45:26 GMT

When you move from BT to EE you either have to keep to your existing BT SH2 or take what router they give you.

In what way is your EE BB WiFi 6? BB is not WiFi! WiFi is determined by which router you are using & your are using the BT SH2 which is WiFi5.

What is the name of the EE BB plan are you on including its speed?

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 16:01:29 GMT

My new package is: 'Full Fibre 500 Essentials Unlimited minutes'. I am using BT Hub 2. I transferred to EE which went live today. It was wifi 5 with BT, but my EE package is wifi 6. EE will not send me a new EE router. They are happy for me to cancel my new contract of one day.

It was sold to me as wifi 6. As BT do not do wifi 6 I had to transfer to EE. Have I been lied to? I am so confused. Please help further.

I have tried complaints but their number is dead and their complaints page won't accept complaints! And Customer Service does not seem to exist as a dept.

Re: EE won't replace my old BT Hub 2 with an EE router.

XRaySpeX — Mon, 22 Sep 2025 16:11:05 GMT

@Helli wrote:
my EE package is wifi 6.
...
It was sold to me as wifi 6.

Where was it sold as WiFi6? Show us! As I said BB packages are not any particular WiFi flavour. Just the the router supplied with them are.

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 16:31:46 GMT

This cropped photo is all I can find. The only reason I transferred from BT to EE was because I wanted wifi 6 and BT did not do it on their FF500. This is the package that started for me today. Can you tell me where I am going wrong? This to me shows that my package needs the EE router.

Re: EE won't replace my old BT Hub 2 with an EE router.

Matt_124 — Mon, 22 Sep 2025 16:38:32 GMT

As this a public Community forum and we are all users, we cannot directly help in the way that you would like - all we can give is advice and direction, there is no account access on these forums.

If you were sold the package under the impression you would be receiving a new Hub you would certainly have a cause for complaint, although the included Hub is detailed in the digital contract documents and your pre-contract information. If this information includes the EE Smart Hub Plus then you should be provided with one. A formal complaint can be made here if you wish to do so: https://ee.co.uk/help/contact-ee/complaint/complaint-form or by calling where they will attempt to handle your complaint on the line.

BT to EE migration customers retain their existing BT Smart Hub 2, except in the case of moving to a 900 Mbps package where a new EE Smart Hub Plus is provided. The probable logic for this is the BT Smart Hub 2 is good up to a Wi-Fi speed of 500 Mbps or even higher in ideal conditions, with packages beyond this (900 Mbps) being those that benefit from newer Wi-Fi standards.

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 16:38:47 GMT

I suppose I would just like a comment on the photo I posted. Surely the photo shows the router that belongs to my package.

Re: EE won't replace my old BT Hub 2 with an EE router.

Matt_124 — Mon, 22 Sep 2025 16:40:14 GMT

Is that from your order confirmation, pre-contract information or digital contract documents - or what is the context of that image?

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 16:49:56 GMT

It is on the BB deals page. It is my contract: 'Full Fibre 500 Essentials Unlimited minutes'. I had to cut is down as this site would not accept the full photo that I took of the page. Please advise further; I would be so grateful as EE call handlers are useless.

Re: EE won't replace my old BT Hub 2 with an EE router.

Matt_124 — Mon, 22 Sep 2025 17:05:19 GMT

If you're going into the Broadband Deals page for new customers and seeing it there then it is not applicable in your case as a BT to EE migration customer as I outlined above - your specific pre-contract information and digital contract documents state which Hub you will be using for the duration of your contract and the normal way of working for BT to EE customers on all packages apart from 900 Mbps, All Rounder or Full Works package is to keep the BT Smart Hub 2.

You would be better placed looking at the emails you received to see if it is mentioned in those, in which case you are not receiving what is in your contract. Otherwise you have just been misadvised by the Guide and not checked the specifics of your contract documents to ensure you would be receiving the Hub you wanted.

You would need to contact EE about this and raise an official complaint about the Guide that you were speaking to and that you believe they misadvised you on the Hub you would be getting, that is the only advice I can give and the only route to resolve your discontent. You can do so via the webform I linked above or by calling.

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 17:12:48 GMT

When bt was trying to make me transfer to EE I was taken to the deals for me page. So WiFi 6 and so presumably a router that can offer it. Not bt hub 2. Can bt hub 2 give me WiFi 6?

Re: EE won't replace my old BT Hub 2 with an EE router.

Matt_124 — Mon, 22 Sep 2025 17:23:13 GMT

The packages are not sold as "Wi-Fi 6", the Wi-Fi standard (5, 6 or 7) is determined by the Hub/Router you are using or provided with in your contract which is backed up by your individual contract documents.

The BT Smart Hub 2 is a Wi-Fi 5 Router and unless you were explicitly told you were getting a new Hub, namely the EE Smart Hub Plus, you were not sold anything "Wi-Fi 6" related. The packages are sold based on their Speed profile (Fibre 36 - Full Fibre 900) and their Tier (Essentials, All Rounder or Full Works).

I have pointed out the routes for escalating this above. I am afraid I have no more advice I can give on the topic.

Re: EE won't replace my old BT Hub 2 with an EE router.

JimM11 — Mon, 22 Sep 2025 17:59:39 GMT

@Helli None off that applies in the slightest, as an existing BT customer, there are special clauses in your contract that say you Keep your existing equipment and that is what you will no doubt have to do!

Broadband Plan Terms and Conditions for Essentials, All Rounder, Full Works, Busiest Home Bundle and Made for Gamers Bundle plans only

Very top off page 3, if a BT or even some EE customers!

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 18:06:54 GMT

Clauses! Aren't there laws against companies not being clear?! I won't have to accept it. I'm leaving within my 14 days. Zen are cheaper and 5 stars on Which! I was only staying with BT/EE to make things easier - not! I'm now on the phone to EE who are telling me that BT hub 2 is wifi 6 compatable.

Re: EE won't replace my old BT Hub 2 with an EE router.

XRaySpeX — Mon, 22 Sep 2025 18:30:26 GMT

You don't say where you got that photo of a sheet from. It is probably some description of FF500 for new custs. You are not!

The EE BB deals page on the EE site is intended for new custs. You are not! It can be viewed as a hint of what you might get but not everything there will apply to those moving from BT to EE, particularly any spec. of the router & any associated extenders. The price also!

Re: EE won't replace my old BT Hub 2 with an EE router.

Helli — Mon, 22 Sep 2025 18:31:33 GMT

I was on the phone whilst the call handler went from her manager to the tech department and they all tell me that BT hub 2 is wifi 6 enabled and that the BT site which states it is only wifi 5 enabled is wrong. They don't know why the site is wrong but the are adamant. If it definitely is wifi 6 enabled then it would have been cheaper for me to renew with BT (FF 500, wifi 6). Well EE got a new customer (for a few days) by lying to make me sign up with them.

Re: EE won't replace my old BT Hub 2 with an EE router.

XRaySpeX — Mon, 22 Sep 2025 18:43:07 GMT

@JimM11 : Top of p3 not relevant to OP. That exclusion is only for the the All Rounder tier but OP is on Essentials.

Furthermore Essentials promises only a Smart Hub which can be interpreted as either the original EE Smart Hub or the EE Smart Hub (2023), both of which are WiFi5 & the latter is exact equivalent to the BT Smart Hub 2.

Re: EE won't replace my old BT Hub 2 with an EE router.

JimM11 — Mon, 22 Sep 2025 18:50:32 GMT

@Helli The BT Smarthub2 is a wi-fi 5 device, nothing else so the EE CS service team are wrong. And so you are aware the wifi 5-6 uplift is not that great a speed increase, and the EE Smarthub+ is also not much to write home about!

Different types of BT Hub | BT Help

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

With the EE Smarthub (2023) is the equivalent to the BT Smarthub+ same unit with a slight modification on the motherboard!

Hopefully you are out of contract with BT, if not you will have a penalty coming your way with the move to another provider!

Re: EE won't replace my old BT Hub 2 with an EE router.

XRaySpeX — Mon, 22 Sep 2025 18:49:03 GMT

@Helli wrote:
they all tell me that BT hub 2 is wifi 6 enabled and that the BT site which states it is only wifi 5 enabled is wrong. They don't know why the site is wrong .

It isn't! The BT SH2 (& its EE counterpart, the Smart Hub (2023)) are only WiFi5. You were adamantly told the wrong info.