ATG orders

[DavidM59]

Transferred to new EE broadband from BT - contract docs have an ATG order number but not recognised by EE tracking - order placed 8th August and have had no notifications since and expecting a new router - is this common for EE should I cancel now as am now 8 days into 14 day cancellation period

[JimM11]

@DavidM59 Did BT control and move you over to the EE broadband side for operation? Link below explains the operation if BT did the move for you. If you have the correct BT Hub you may NOT be getting a new EE one at all. BT Smart Hub 2 your good to go, see the link to the current BT Ones.

Moving from BT to EE Broadband – First Bill Explained | Billing and Payments Help | EE

If you call EE CS or BT CS they will be able to explain were you are currently in the process, or look at your EE Account if you have one.

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

[DavidM59]

Thanks for the update, but it’s been over a week and I’ve had no other contact from EE after BT did the transfer other than an email to send back equipment which came in the same day I set up the contact - I was told I would have a new WiFi 7plus router sent with additional WiFi extenders - if am keeping the original it’s not been communicated to me - poor show on EE all round at the moment

[JimM11]

@DavidM59 If you were told you are to get new EE Hub and EE Smart Wireless Extenders both would be the 7 Plus version that you do mention, are they not showing in your EE Account? Have you looked or called EE CS? You do also have the 60 Day period to return any BT Equipment they request to be returned and that may just be an automated e-mail, so worth checking with EE CS and the same time, failure to do so EE or BT whoever is dealing with that part will look to recover Equipment or do the Automatic charge to you. Linked all that below, just nothing ever made smooth....

Return and recycle your EE Broadband or EE TV products | Orders And Returns Help | EE

Do hold onto the old BT until you are 100% happy with the EE if you do ever happen to get, the new may just not work as you expect.

[DavidM59]

Nothing on my EE account which I set up in advance of receiving any kit - will call them tomorrow and try to get to the bottom of this- expected welcome email at least 

[JimM11]

@DavidM59 As long as you are fully aware, BT customers joining EE are just not entitled to get any new Equipment, it is in the contract, BT if it all works is good enough for the required then Nothing is sent that is all the way up to FF900 or Gigabit as they call it, 1.6Gb/s is another kettle but you should not even have been allowed to go there with that one.

Broadband Plan Terms and Conditions for Essentials, All Rounder, Full Works, Busiest Home Bundle and...

And the extracted bit is below....

Smart Hub, Smart Hub 6 Plus, Smart Hub 7 Plus & Smart Hub 7 Pro

The Smart Hub, Smart Hub 6 Plus, Smart Hub 7 Plus, and Smart Hub 7 Pro are the broadband routers allowing you to access WiFi across the home. All new customers will be
provided with a new hub. WiFi Controls are set up via the My EE app.

If you are an existing BT or EE broadband customer who is upgrading to one of the EE Broadband packages above, you may not re ceive a new Smart Hub as your current
broadband router may be compatible.