topic Re: Charge for kit never received in Broadband & Landline

Charge for kit never received

debsdunn123 — Wed, 16 Sep 2026 12:16:20 GMT

I renewed my broadband contract with EE a couple of months ago. I have not received any new kit but I still use the hub I already had and it works fine. I keep receiving these messages from EE. I’ve tried phoning before today and had an hour wait time. I today phoned EE and got through and they said there is nothing on my account so they can’t do anything and I can ring back after I’ve been charged. I’ve had 5 emails and 5 texts so I said surely you can just cancel this request rather than charge me and then I have to argue it. I asked to speak to a department who could help and the chap told me it’s him so he’s sorted it now. I obviously don’t have any confidence that it’s been sorted.
Can anyone advise an easier way to get this sorted with EE?

We've been in touch a few times to ask you to return your kit.

Please send the following back to us so you won't be charged:

Smart Hub2 £65 22 Sep 2026

Re: Charge for kit never received

XRaySpeX — Wed, 16 Sep 2026 12:19:30 GMT

You are still using the BT Smart Hub 2 router? Did EE not send you an EE router?

Re: Charge for kit never received

JimM11 — Wed, 16 Sep 2026 12:31:10 GMT

@debsdunn123 Link to the BT ones if you need to go look. You will know if it's sorted or not when the £65 is taken from your direct debit payment along with your monthly, sometimes the e-mails are all automated but you need to keep on top off it.

Different types of BT Hub | Broadband Help | BT | BT Help

And all the EE ones are below on that link.

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