Incompatible equipment

[Nickem09]

I renewed my contract with EE on December 2nd but have had constant issues with incompatible equipment. My Smart Hub 3 (SH31B) router is not pairing with the SW10A WiFi disks sent to me. An engineer confirmed these disks are incompatible and advised I need the SW30A model. However, customer support insists the SW10A disks are correct and continues to send replacements that also don’t work.

I’ve done my own research, and it’s clear the SW10A disks do not work with the SH31B router. Sending a new router (another SH31B) will not fix the issue unless the correct SW30A disks are provided. I need confirmation from EE’s technical team regarding compatibility, as well as an immediate resolution.

Please escalate this matter to a senior technical manager and provide written confirmation of the compatibility issue. I am extremely frustrated with the repeated delays and lack of support.

[JimM11]

@Nickem09 So they confirmed that your router is correct, then they have the Smart Wireless Devices wrongly assigned, did you also get that/those confirmed at the same time.?

[Nickem09]

And I would lose the additional Wi-Fi services only available on the new EE router 

[Nickem09]

No once they checked it on the system I thought they would know they needed to send me the SW30A discs. The main reason they sent me two more is because they believed that the first two were part of a faulty batch and the person I was speaking to categorically said that there is only one version of the smart Wi-Fi discs, but that was before I did my research

[JimM11]

@Nickem09 Order dispatch will only send out what is documented to them, if your account has SW10A on it, then for sure that is all you will get, So the person you spoke to has the wrong information, you keep calling for replacements, you will keep getting the SW10A for ever and ever, computer say's it cannot be wrong. If you do not want to call or struggle to get through then test HELP to 66033, and see if it forces a guide to call you!

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

[Nickem09]

Thanks for the info but the text help is just a bot who wants to check my connection. I’m currently on hold on the phone 30 mins and counting ☹️

[Matt_124]

It should give you the option at some point to reply with GUIDE depending on your query and this instigates a callback

[JimM11]

@Nickem09 Then it will find its not working as @Matt_124 has pointed out. Just hold onto the call at least you are doing something.