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?

[Matt_124]

If you're going into the Broadband Deals page for new customers and seeing it there then it is not applicable in your case as a BT to EE migration customer as I outlined above - your specific pre-contract information and digital contract documents state which Hub you will be using for the duration of your contract and the normal way of working for BT to EE customers on all packages apart from 900 Mbps, All Rounder or Full Works package is to keep the BT Smart Hub 2.

You would be better placed looking at the emails you received to see if it is mentioned in those, in which case you are not receiving what is in your contract. Otherwise you have just been misadvised by the Guide and not checked the specifics of your contract documents to ensure you would be receiving the Hub you wanted.

You would need to contact EE about this and raise an official complaint about the Guide that you were speaking to and that you believe they misadvised you on the Hub you would be getting, that is the only advice I can give and the only route to resolve your discontent. You can do so via the webform I linked above or by calling.

[Helli]

When bt was trying to make me transfer to EE I was taken to the deals for me page. So WiFi 6 and so presumably a router that can offer it. Not bt hub 2. Can bt hub 2 give me WiFi 6? 

[Matt_124]

The packages are not sold as "Wi-Fi 6", the Wi-Fi standard (5, 6 or 7) is determined by the Hub/Router you are using or provided with in your contract which is backed up by your individual contract documents.

The BT Smart Hub 2 is a Wi-Fi 5 Router and unless you were explicitly told you were getting a new Hub, namely the EE Smart Hub Plus, you were not sold anything "Wi-Fi 6" related. The packages are sold based on their Speed profile (Fibre 36 - Full Fibre 900) and their Tier (Essentials, All Rounder or Full Works).

I have pointed out the routes for escalating this above. I am afraid I have no more advice I can give on the topic.

[JimM11]

@Helli None off that applies in the slightest, as an existing BT customer, there are special clauses in your contract that say you Keep your existing equipment and that is what you will no doubt have to do!

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

Very top off page 3, if a BT or even some EE customers!

[Helli]

Clauses!  Aren't there laws against companies not being clear?!  I won't have to accept it.  I'm leaving within my 14 days.  Zen are cheaper and 5 stars on Which!   I was only staying with BT/EE to make things easier - not!  I'm now on the phone to EE who are telling me that BT hub 2 is wifi 6 compatable.  

[XRaySpeX]

You don't say where you got that photo of a sheet from. It is probably some description of FF500 for new custs. You are not!

The EE BB deals page on the EE site is intended for new custs. You are not! It can be viewed as a hint of what you might get but not everything there will apply to those moving from BT to EE, particularly any spec. of the router & any associated extenders. The price also!

[Helli]

I was on the phone whilst the call handler went from her manager to the tech department and they all tell me that BT hub 2 is wifi 6 enabled and that the BT site which states it is only wifi 5 enabled is wrong. They don't know why the site is wrong but the are adamant.  If it definitely is wifi 6 enabled then it would have been cheaper for me to renew with BT (FF 500, wifi 6). Well EE got a new customer (for a few days) by lying to make me sign up with them.

[XRaySpeX]

@JimM11 : Top of p3 not relevant to OP. That exclusion is only for the the All Rounder tier but OP is on Essentials.

Furthermore Essentials promises only a Smart Hub which can be interpreted as either the original EE Smart Hub or the EE Smart Hub (2023), both of which are WiFi5 & the latter is exact equivalent to the BT Smart Hub 2.

[JimM11]

@Helli The BT Smarthub2 is a wi-fi 5 device, nothing else so the EE CS service team are wrong. And so you are aware the wifi 5-6 uplift is not that great a speed increase, and the EE Smarthub+ is also not much to write home about!

Different types of BT Hub | BT Help

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

With the EE Smarthub (2023) is the equivalent to the BT Smarthub+ same unit with a slight modification on the motherboard!

Hopefully you are out of contract with BT, if not you will have a penalty coming your way with the move to another provider!

[XRaySpeX]

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@Helli wrote:

they all tell me that BT hub 2 is wifi 6 enabled and that the BT site which states it is only wifi 5 enabled is wrong. They don't know why the site is wrong .

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It isn't! The BT SH2 (& its EE counterpart, the Smart Hub (2023)) are only WiFi5. You were adamantly told the wrong info.