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EE Smart Hub + vs BT Smart Hub 2- Moving from BT to EE

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p4everEE
Established Contributor
Established Contributor

‎16-09-2025 06:00 PM

Hi all.  I've been on the phone with EE for over 8 hrs now over 13 days.

I was with EE for almost 15 years prior, and for no real reason, moved to BT for 2 years.  We also wanted to take out 2 sim deals with EE.

I called last Wed to ask about the sim deals.  Long story short the guy offered me the £37 Unlimited 100mbps for £11.50.  i even asked at the time if i should be with EE for BB first.  He said no, I can sort it from here.  I was then transferred to BB.  Turns out he shouldn't have done that!  This is where the problems started.

I won't go in to the full details, but I've been on the phone with them for over 8hrs now over 13 days and speaking to 13 different people.  The last phone call I was offered what I thought were sincere apologies for what had happened, why I wasn't being called back, and why I kept receiving different information and promises.  This lady said she'd spoken to her manager, would upgrade me to 900fibre for my current price I was for 150 as compensation for frustration caused and send me out the new Smart Hub + which is clearly offered on the EE website on all deals.

I've been told point blank today I will not be receiving a Smart Hub + unless i upgrade to 900 fibre.......I exclaimed that it's offered with even their cheapest deals and 74mbps.........I tried to explain my weak garden signal and wifi 6 benefits, but No, not having it.  So i suggested as i was within 14 days, i would cancel the contract and take out a brand new contract and they would send me the Smart Hub +



So, I'm waiting for yet another call back, promised tomorrow by the Manager.....I'm not holding my breath, but is this what EE has become?

All I've tried to do is re join EE for Mobile and BB........

I'm beyond beaten now.

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12 REPLIES 12
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JimM11
Community Hero
Community Hero
In response to p4everEE

‎19-09-2025 03:51 PM

@p4everEE One single open order, you are getting nothing, computer say's NO! And not surprised but EE CS are trying to be helpful and leaving it all to you!

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p4everEE
Established Contributor
Established Contributor
In response to JimM11

‎19-09-2025 03:53 PM

not sure of your sentiment in this reply.

I'm trying to change my order from 24 months 500mb to 12 months 500mbs and new Smart hub + router...........

So far they're telling me the only way to get the router is to opt for the 900mb.........then they'll send the router........

but it's offered on all deals from 74mb................

I said what do i need to do to simply reset as if i was a new customer.?   On hold for 15 mins............

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p4everEE
Established Contributor
Established Contributor
In response to p4everEE

‎19-09-2025 04:16 PM

I'm posting now just for anyone else having issues with Migration Customer Service and how to get whats' advertised on the website.

I've basically been told that I need to cancel my current order.  My wife sitting next to me can place a brand new order at the same time.  My current 14 days will expire 29th, her new order will go live the same day and we will receive the new smart hub + router.

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