EE Sending out Replacement Power Supplies for its Smart Hub Plus's.

[XRaySpeX]

Received text today from EE saying:

Hi it's EE here.

We've found that some of our power adaptors on some of our Smart Hubs may stop working sooner than expected. They're not dangerous, but they can fail over time.

To make sure you're not affected, we've sent you a new power supply.

Please replace your old one with the new one as soon as you receive it.

Thanks for your help.

Received said power supply 1 hour later by Royal Mail with return bag for old 1. The accompanying leaflet states that this only applies to the Smart Hub Plus.

I don't even use the SH+ (SH32B) that they have registered to me.

[XRaySpeX]

I used this replacement power supply the replace the 1 for my EE supplied SH32B, which EE must have on record for me, & sent its old  power supply back. Looks like I may have returned the wrong 1 😞 . I've never used this router at all cuz I also have an older SH31B which I use solely for testing & which I obtained from another source. Lately, if not longer but I hadn't noticed, it has been v. slow to start  up hanging on the green light for ages. When I replaced its  power supply by the 1 sent to me it was vastly better at starting up.

[TallSteve2]

PSU arrived 14/10/2025 (whilst I was away). Been using it since 18th and all seems fine and stable. Effectively 10 days (had I been home) without broadband or home phone. Do you think I am entitled to some credit?

Another problem is that when original engineer came and tested line he must have disconnected my extension cables when fitting new socket. Router normally fits on an extension socket where I have access to nearby power. Hey ho!.

[Peter_W]

Hey there @TallSteve2.

I'm glad to hear that all has been well since getting your replacement power supply!

When it comes to compensation, normally this is paid automatically for direct loss of service and repair delays, which you can find more info on here:

Automatic compensation for broadband or landline issues | Broadband Help | EE

I can't say for sure if we would be able to offer any discretionary payments, but if you wanted to speak with us about your overall experience here, you're absolutely welcome to reach out to our team and they'll look into all the available options.

Peter

[C4RLY]

I got compo! Formal complaint does the trick!!! Paying for a service which you lost on!! 

[Clecky1]

Why have I spent ages today without internet only to be told it’s down to power supply?!! Why did they not send a replacement supply months ago???

[C4RLY]

Everybody else's thoughts exactly! This must have cost EE a fortune 😆. Bet they regret buying cheap tat! 

[Rach_H]

Hi @Clecky1,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your connection, and I can understand your frustration.

Give our team a call and they will be able to see if you have been impacted by this, or if this unrelated they will be able to find out why this is happening.

Rach

[Clecky1]

• Don’t ask me to call. It’s impossible to actually speak to a tech agent via 150. You are directed to the text system and chat bot. The only way of speaking with someone is to chose the thinking of leaving option and asking the sales agent to put you through.
  The IVR is appalling.  There is no ‘other’ option. Peoples problems don’t always fall into your neat boxes.
  I am now  told that today there is a network fault. Seems a coincidence that last night’s was a power supply fault.  If EE knew problems with supplies for Smart Hub ( mine was purchased Dec 24) they should have sent replacements out. I have wasted hours.  And i dont get paid if i dont do the hours.  No offer of any compensation as power supply wont be here today. And while i can use phone as hot spot for somethings its far from suitable and cannot watch TV etc 
  I used to be very happy in Orange days. EE has deteriorated rapidly in last few years.
  
  
  

[JimM11]

@Clecky1 It is only the EE Smarthub+ model version that has the PSU problem, none off the others are affected. 

[C4RLY]

Do not press number 1 when you ring 150! It's useless, press 2!.. Then put in formal complaint via their website and get compensation, I did! I also purchased a unit on Amazon so it was next day delivery! EE could be few days. I feel your pain, it's annoying they didn't send everyone new PSU! Bet they regret it now! I ended up getting a whole new router and extra PSU! Kept amazon one as a spare as its adaptable with multiple plugs ! Hope you get it sorted 👍🏻