topic Re: Query regarding service activation date in Broadband & Landline

Query regarding service activation date

Ryan922 — Mon, 13 Jul 2026 09:44:50 GMT

Hello,

I have received my Smart Hub Plus broadband router in preparation of my broadband plan changing. I have stated in a previous post this will be due to a mandatory upgrade to my broadband.

According to an email I received from EE, they say 'we'll let you know when to plug it in' and the tracking of the order states the service activation date is 27th July.

Will I receive correspondence prior to 27th July telling me when to connect the Smart Hub Plus broadband router?

Thanks,

Ryan

Re: Query regarding service activation date

Timbo45 — Mon, 13 Jul 2026 10:09:01 GMT

@Ryan922

It rather depends what you're changing from & to.

If you're on Full Fibre now you should be able to plug it in now but if you're on FTTC and upgrading to Full Fibre then wait till the 27th.

Re: Query regarding service activation date

JimM11 — Mon, 13 Jul 2026 10:19:02 GMT

@Ryan922 There are now two EE Plus hubs, and 7 Plus only works on a FF Full Fibre connection, also depending on the model off the 6 Plus version if you got that as 3 off them now one is also a FF only..... That is what is called the SH32B version, the SH31/30 both can do fttc copper connection. Linked below the version details if you wish to go look.

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

Re: Query regarding service activation date

Ryan922 — Mon, 13 Jul 2026 10:25:48 GMT

Hello Timbo45,

The broadband at present will be remaining as FTTC. My broadband is not updating to Full Fibre.

Re: Query regarding service activation date

JimM11 — Mon, 13 Jul 2026 10:39:39 GMT

@Ryan922 Upgrade will be to move your landline phone of the PSTN to a full fibre DV Digital Voice connection, so would expect you to have got the EE SH31B version off the hub, but they may have sent you one off the older version's also. In theory the new hub should work fine on the connection as is, are you moving from the White EE Smart Router old system connection also? Unfortunate your other post kind off dried up and was not left with any conformation to what you had or what was being done etc....

Re: Query regarding service activation date

Ryan922 — Mon, 13 Jul 2026 10:40:07 GMT

Hello,

I do not have a White EE Smart Router at present, the one I have always had is a Bright Box router.

As you say, it will be relating to the upgrade to move off PSTN.

My initial post was only asking if the service activation date is the same day I have to connect my Smart Hub Plus?

Re: Query regarding service activation date

JimM11 — Mon, 13 Jul 2026 10:46:02 GMT

@Ryan922 I would if you just play safe especially if your old BrightBox is not causing you any broadband issues at all...

The new EE Hub is the one required for the Landline connection, so no point in rocking the boat and having issues until that point when OR move the landline to DV and the phone stops working for you!

EE activation date although it's not 100% written in stone does rely on it all coming together so once you do get the email from them you should be good to go, just keep in mind it can take a few day's for the phone service to jump from the old to the new....

Re: Query regarding service activation date

Ryan922 — Mon, 13 Jul 2026 10:50:35 GMT

Hello,

In that case I will wait till I receive an email saying the Smart Hub Plus broadband router is ready to be plugged in.

I have no concerns regarding the phone as I have never had a landline phone connected, I only have a landline in order to connect to broadband.

Re: Query regarding service activation date

JimM11 — Mon, 13 Jul 2026 11:01:55 GMT

@Ryan922 Cannot think why then EE are swapping it all out for you phone wise, must just be the move from the Old EE to the New EE systems then, maybe you do still have a potential line phone number assigned but just never use it at all!

@XRaySpeX is your BrightBox man looks like a pretty decent Hub/Router without all the faffing about needed for the stupid mobile App required for the last range off EE Hub's and the need for a smart phone if/when the app decides to work and play ball.

Re: Query regarding service activation date

Ryan922 — Mon, 13 Jul 2026 11:13:04 GMT

I assume it is to move my broadband onto the new EE system, given that BrightBox is regarded by EE as obsolete.

Re: Query regarding service activation date

JimM11 — Mon, 13 Jul 2026 11:21:48 GMT

@Ryan922 EE may regard it that way and no longer supporting it or doing anymore FW updates etc but in a working hub they more than likely cannot get to it on the new system for automatic support connection if you need in a fault situation. Times are a changing for sure!

Re: Query regarding service activation date

XRaySpeX — Mon, 13 Jul 2026 12:15:52 GMT

@JimM11 : I only use the EE app for my bills & opting out of public EE WiFi.

Re: Query regarding service activation date

XRaySpeX — Mon, 13 Jul 2026 13:43:10 GMT

Which BrightBox do you have? Is it the flat BrightBox or the upright Brightbox 2?

Re: Query regarding service activation date

Ryan922 — Mon, 20 Jul 2026 07:45:47 GMT

I woke up this morning to find my home has no internet connection, despite all the lights on the BrightBox router being green. My new broadband is not meant to be going live until next week and I have not received any correspondence from EE telling me I can connect the Smart Hub. I have logged onto my account to check and it does not say anything about the new broadband being live for me to connect to. If EE have decided to remove my current broadband connection now rather than allowing a smoother transition then I will be quite annoyed, especially as I have not heard anything from EE in the past week.

Re: Query regarding service activation date

JimM11 — Mon, 20 Jul 2026 08:02:25 GMT

@Ryan922 Although you have no connection and the current hub looks ok as you say, try the Hub powered off for 5 minutes then back on again to see if the Internet connection get's restored to your old Hub.

Re: Query regarding service activation date

Ryan922 — Mon, 20 Jul 2026 08:04:39 GMT

Hello Jim,

Coincidentally I have just received an email from EE telling me it is time to set up the new Smart Hub. Therefore mystery solved! 🙂

Thanks for replying.

Re: Query regarding service activation date

JimM11 — Mon, 20 Jul 2026 08:29:39 GMT

@Ryan922 It would appear to be all about the timing applied to it all, OR Openreach have to prep up your new connection and EE really as before it's a not fixed in stone with all off this, yes they give the date, but if OR say's to themselves let's get it done now manpower is available and go do it, then let EE know ok it's done, EE then squirt the message to you, panic etc etc, just surprised that your old Brightbox has been crippled though but that may be the case, older devices become a security risk and EE may just have disabled it with NO CHOICE but to stick the new hub on the connection, THIS is all Government mandated and EE have NO choice but to comply with it all.

The power off/on with the old hub was more to see if it would recover and work, if not it may just be the way off it all....

Edit:- As a footnote see you never replied to the request from @XRaySpeX with the type of EE Brightbox you had, he still may wish to know that if/when you get time, can be many reason's and way's for the Hub to get shutdown, pretty sure he is well versed in what/whatnot can be done with it....

Re: Query regarding service activation date

XRaySpeX — Mon, 20 Jul 2026 09:50:36 GMT

@JimM11 : What Government mandate? There is no such.

Re: Query regarding service activation date

JimM11 — Mon, 20 Jul 2026 10:12:10 GMT

@XRaySpeX Is that right as far as you are aware.

The new UK regulations for the security of internet hardware include the Cyber Security and Resilience (Network and Information Systems) Bill, which aims to enhance UK defenses against cyber attacks and protect essential public services. Key points include:

The bill reformulates the existing Network and Information Systems (NIS) Regulations 2018 to improve cybersecurity measures for essential services.

2
Starting April 29, 2024, manufacturers of consumer smart devices must comply with new regulations that require them to provide security updates and protect against cyber threats.

2
The regulations mandate that devices must not use default passwords and must have a defined support period for security updates.

2

These changes are designed to ensure that essential services remain secure and resilient against cybercriminals and state actors.

Re: Query regarding service activation date

XRaySpeX — Mon, 20 Jul 2026 10:19:43 GMT

@JimM11 : That applies to newly manufactured devices, not existing devices.

Aside: I do wonder whether EE's Smart Hubs with all their ongoing bugs will ever conform to these regs. 😉