Help and a bit confused with the EE order (Broadband 150 to 300)

[Anime1]

Hi, I noticed from the EE order that I need to return the old Smart Hub Plus to EE; otherwise, I will be charged for failure to return it after the deadline has passed.

I moved from the Broadband 150 version to the Broadband 300 version today.

Okay but then today I only received EE 'Smart  Hybrid Connect' only from Royal Mail, as from tracking detail it said I will get all three devices, which are 'Smart Hybrid Connect', 'Smart Hub Plus' and 'Smart WiFi Plus Device'.

So temporarily connected 'Smart Hybrid Connect' to the old version of 'Smart Hub Plus'.

As I'm wondering where 'Smart WiFi Plus Device' are, and if I was supposed to get a new Smart Hub Plus? (Since it says I need to return it, but note that Smart Hybrid Connect can't work without the Hub, I'm unsure 🤔🤦🏻‍♂️).

Let me know if you need more details about it, as I am a bit confused by what EE stated on the order, and what I got from it today. Confused 🤔.

[XRaySpeX]

Did you move from Essentials Full Fibre 150 to Full Works Full Fibre 300 or stay on Essentials & just up the speed?

Only Full Works comes with Smart WiFi Plus & Hybrid Connect as standard - see Broadband Plan T&Cs 

[Anime1]

Hi @XRaySpeX, yup I was on as Essentials Full Fibre 150, before going on as Full Works Full Fibre 300.

As what it show to me on EE order that was supposed to come today, is Smart Hub Plus (don't have it, only old version, which say I haven't to return it by December this year), Smart Hybrid Connect (have it), Smart WiFi Plus Device (don't have it), which ment to come today on same tracking number detail by Royal Mail. 

So, this is what is causing me confusion, as EE stated, and what I got, wondering if I have to speak to EE about it, as I thought I might get an answer here about it.

As this is what EE order stated to me: "Estimated delivery date: 14 Oct 2025

Your equipment has been dispatched and should arrive by the estimated delivery date. As this is only an estimated delivery date it may take longer.

You will receive

Equipment

Smart Hybrid Connect

Serial number

<blank it out>

Equipment

Smart Hub Plus

Serial number

<blank it out>

Equipment

Smart WiFi Plus Device

Serial number

<blank it out>"

[Anime1]

Spoke to EE staff, turned out I was supposed to get all three devices, but only 1 came that EE sent out, so it has been resolved for the next order for it to be sent out, and I can send the old Hub back without having to pay the charge for not sending it back.

Phew, since it was very confusing and misleading what the information sent to me on the previous order gave me.

[XRaySpeX]

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@Anime1 wrote:

Hi, I noticed from the EE order that I need to return the old Smart Hub Plus to EE

---

You sure it's not just asking for the Smart Hub (w/out the '+')  back? Cuz the Essentials plan you were on only comes with a SH, while the Full Works plan you are going to comes with SH+ & 1 (amongst other things) is on its way to you.

[Anime1 · Accepted solution]

How do I close this post?

Since it has been resolved now by the EE staff. I now have all three devices that were supposed to be sent to me a few days ago, but I got the missing part today. And all I got left to do is send old Hub back to EE now.

Notice the new Hub is bigger than the old Hub, interesting.

[XRaySpeX]

Yes, the SH+ is bigger than the SH.

You don't close this thread but you can mark any of its posts that you think warrants it  as a Solution if you like.

[Anime1]

@XRaySpeX, ah okay and thanks.

Plus nearly had an issue with the printer unable to connect with the WiFi Hub, as it did on the old Hub fine, until I realised why... seem like printer support WiFi 5 (which old hub was), the new hub is WiFi 6, had to look around the hub settings, noticed the compatibility settings, got the printer connected to that now. As with the rest of the devices, I got connected fine with the new hub.

Luckily, it was there, otherwise I would have either had to print by USB, but it wouldn't work with a smartphone/tablet or had to buy a new printer that supports it, as my current Epson printer is still running strong (which was bought ages ago) and supports wifi supported.