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.

[Matt_124]

Hi @Nickem09,

This is a community forum and not customer services as such your request is not something we are able to assist with as fellow customers. Besides that, we don't have any access to your account or any idea who you are.

What you're saying does sound correct, but the only people who can assist with this are customer services. You may want to consider submitting a formal complaint to EE to escalate the matter if you aren't getting anywhere with it.

[Nickem09]

If I could get through to anyone I would

[Matt_124]

You can submit a complaint here: https://ee.co.uk/help/contact-ee/complaint/complaint-form 

[JimM11]

@Nickem09 try text HELP to 66033.

[XRaySpeX]

Just to confirm your findings. The Smart WiFi (2023) (SW10A) you were sent are meant to be for the Smart Hub (2023) (SH20A). The Smart WiFi Plus (SW30A) goes with the Smart Hub Plus (SH31B).

See  Setting up Smart WiFi & Set up your Home Broadband EE Router 

Beyond that you'll have to take it up with CS as previously suggested.

[Nickem09]

That’s correct so why do they keep sending me out the wrong equipment?

[XRaySpeX]

Beats me!

[JimM11]

@Nickem09 Does not help much, but you have to get EE CS to take a look at what is assigned to your account inventory wise, you may just find that you have the wrong router ie the (2023) on your account and no matter what they will keep on sending the wrong none matching smart wireless devices for ever and ever. 

[Nickem09]

Yes they confirmed my router is correct during the last call to CS just before the sent me two more SW10A discs. At this rate I will have to revert to my old BT smart hub because I know these discs work with that. Seems a shame though as the bt smart hub is WiFi 5 rather than the WiFi 6 router they sent me.