Upgrade Gone Wrong – Mis-sold Tablet & Can't Revert Back

FAM0422UK — Thu, 30 Oct 2025 15:26:32 GMT

Hi everyone,

Just wanted to share my experience and hopefully get some advice or help from EE.

I recently upgraded my router from the EE Smart Hub Plus to the Smart Hub Pro, staying on the same broadband speed. Since day one, I’ve had nothing but issues — random disconnections, poor signal strength, and my Smart WiFi Pro won’t even connect to the main hub.

So I called customer service (literally the next day after receiving the box) to cancel the upgrade and go back to my old package. I was told I couldn’t do this, even though I was still within my 14-day cooling-off period.

Instead, the rep offered me a free tablet as a goodwill gesture to make up for the £10/month increase — sounded like an early Christmas present, so I agreed. But then I got an email saying the tablet came with a 24-month data plan, meaning extra charges!

So now instead of saving money, I’ve ended up paying more, my broadband contract has been reset with a new start date, and I’ve lost the 5 months I’d already completed on my previous plan. The rep told me there wouldn’t be any extra cost, but clearly that wasn’t true.

I’ve raised a complaint, but I’m really disappointed with how this has been handled. I just wanted to:

Go back to my old broadband package and price
Cancel the tablet/data plan I didn’t knowingly agree to
Get my original contract term reinstated

Has anyone else had a similar experience or any advice on how to get this sorted quickly?

Re: Upgrade Gone Wrong – Mis-sold Tablet & Can't Revert Back

Alex_H — Thu, 30 Oct 2025 18:16:06 GMT

Hello @FAM0422UK,

Thanks for visiting the EE Community

I am really sorry to hear you have had such a poor experience since upgrading your router and that your calls to CS to resolve it seem to have confused things more, I can understand being disappointed.

You mention having already raised a complaint, was that using our online webform? As that does go to our executive complaints team who I think will be the team best placed to get this looked into and resolved for you.

Alex

topic Upgrade Gone Wrong – Mis-sold Tablet & Can't Revert Back in Broadband & Landline

Upgrade Gone Wrong – Mis-sold Tablet & Can't Revert Back

Re: Upgrade Gone Wrong – Mis-sold Tablet & Can't Revert Back