I recently agreed with a BT/EE salesperson to upgrade to Full Fibre broadband and was told we would need a new hub. We are expecting somebody to come to connect us but haven't been told when.
Previously we had a BT hub and a few extenders and I was expecting that the installation engineer would replace these. In the meantime we have received a package in the post which I havent opened because I thought it was for use by the engineer when they come.
But I'm now getting emails reminding me to return the BT kit (which we are currently still using because nobody has told us to change it!) Have I misunderstood the process, are we meant to install the new hub ourselves? If so will you tell us when the new fibre has been connected so we know to go ahead with this (or are the two things unrelated)?
This hasn't been properly explained at all and I dont really understand why I have had to switch from a BT account to an EE one when you are meant to all be the same company.
Thank you.
Gareth
