Do I have to return the 4G Mini EE hub I have just been sent?

[JOCHEY]

I’ve just been sent an EE mini hub because our internet connection keeps cutting out and the ‘all rounder’ contract has a connection guarantee. 
I asked the advisor if I needed to return this at any point when I phoned them to complain about the service. 

She said that I wouldn’t  have to send it back - I would only be asked for it back at the end of my contract but this isn’t what I’ve just read online. It says 60 days after service resumes.

If I do need to return it when normal service resumes, EE will be sending a new one out regularly!  Our service has been unreliable since our contract started.

Please advise! Thank you! 

What is correct? I thought the whole point was that I had the mini hub at home to use in emergencies - when usual internet service fails? 

[Chris_B]

@JOCHEY   Once the issue has been resolved you shouldn’t need one to be sent one again.   

[JimM11]

@JOCHEY The whole point is to give you reduced internet function and allow you to have the original fault and system repaired and returned to a usable state, once this is done, EE will deactivate the use of the 4Gmini hub and expect it back.

If you truly require continuous back up then Full Works Package and Hybrid connect is the way to go.  

[JOCHEY]

Yes, that's what I was told.
My question was - The advisor I spoke to said I would be asked to send it back at the end of the contract, online info. states it has to be sent back within 60 days...Which is correct?

[JimM11]

@JOCHEY There is no way of knowing what you were told or if the advice given by the advisor was correct or incorrect, the online document would be what is printed and advised, it probably covers the period for the repair, you can also if you wish re confirm with EE CS regarding the unit.

[ShadowCreek]

Did you end up sending it back? 

I’ve just been sent one of the new EE ones to tide me over a service issue.  My understanding was that once you have it, then you keep it.  It will be enabled and disabled in between service issues.  

Saying that, I was a bit surprised when it arrived with a returns label.  Doesn’t make much sense to have to wait for a new one to arrive each time there’s a service issue.

[Chris_B]

@ShadowCreek   It’s not yours to keep, it’s on loan to you.