EE won't replace my old BT Hub 2 with an EE router.

[Helli]

Today my EE broadband went live; I transferred from BT.  They won't replace my old BT Hub 2 with an EE router.  They tell me there is no need.  If they were all the same then why are there so many different ones out there.

My old BT package was wifi 5.  The new EE package is wifi 6.

Am I the only one?

[Verk]

I believe it depends on what package you are on.

EE currently do 3 routers,  The Smart Hub, The Smart Hub Plus and the Smart Hub Pro

If you are on a package under a certain speed you'd get the Smart Hub which is equivalent to BTs smart hub 2 which is likely why they wont replace the Smart Hub 2

[XRaySpeX]

When you move from BT to EE you either have to keep to your existing BT SH2 or take what router they give you.

In what way is your EE BB WiFi 6? BB is not WiFi! WiFi is determined by which router you are using & your are using the BT SH2 which is WiFi5.

What is the name of the EE BB plan are you on including its speed?

[Helli]

My new  package is:  'Full Fibre 500 Essentials Unlimited minutes'.  I am using BT Hub 2.   I transferred to EE which went live today.  It was wifi 5 with BT, but my EE package is wifi 6.  EE will not send me a new EE router.  They are happy for me to cancel my new contract of one day.

It was sold to me as wifi 6.  As  BT do not do wifi 6 I had to transfer to EE.  Have I been lied to?  I am so confused.  Please help further.

I have tried complaints but their number is dead and their complaints page won't accept complaints!  And Customer Service does not seem to exist as a dept. 

[XRaySpeX]

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@Helli wrote:

my EE package is wifi 6.

...

It was sold to me as wifi 6. 

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Where was it sold as WiFi6? Show us! As I said BB packages are not any particular WiFi flavour. Just the the router supplied with them are.

[Helli]

This cropped photo is all I can find.  The only reason I transferred from BT to EE was because I wanted wifi 6 and BT did not do it on their FF500.  This is the package that started for me today.  Can you tell me where I am going wrong?  This to me shows that my package needs the EE router.

[Matt_124 · Accepted solution]

As this a public Community forum and we are all users, we cannot directly help in the way that you would like - all we can give is advice and direction, there is no account access on these forums.

If you were sold the package under the impression you would be receiving a new Hub you would certainly have a cause for complaint, although the included Hub is detailed in the digital contract documents and your pre-contract information. If this information includes the EE Smart Hub Plus then you should be provided with one. A formal complaint can be made here if you wish to do so: https://ee.co.uk/help/contact-ee/complaint/complaint-form or by calling where they will attempt to handle your complaint on the line.

BT to EE migration customers retain their existing BT Smart Hub 2, except in the case of moving to a 900 Mbps package where a new EE Smart Hub Plus is provided. The probable logic for this is the BT Smart Hub 2 is good up to a Wi-Fi speed of 500 Mbps or even higher in ideal conditions, with packages beyond this (900 Mbps) being those that benefit from newer Wi-Fi standards.

[Helli]

I suppose I would just like a comment on the photo I posted.  Surely the photo shows the router that belongs to my package. 

[Matt_124]

Is that from your order confirmation, pre-contract information or digital contract documents - or what is the context of that image?

[Helli]

It is on the BB deals page.  It is my contract:  'Full Fibre 500 Essentials Unlimited minutes'.  I had to cut is down as this site would not accept the full photo that I took of the page.  Please advise further; I would be so grateful as EE call handlers are useless.