Major mistake moving to EE

[Hazcrew]

I was persuaded by BT to transfer to EE, part of the incentive was an ugrade to the router from the BT Wifi 5 to EE Smart Hub wifi 6, so I transferred in December 2024

The contract and the all the details said I would get a EE Hub wifi 6 router with the only  caveat that “Customers on an All Rounder Plan may not receive a new Smart Hub or Smart Hub Plus if their existing EE or BT hub is compatible”. Which was irrelevant to me as I wasn’t on an All rounder plan.

It took 9 months and several calls to support before my online account worked.
I asked about the router and was told:
‘We’ll need to sort out account first’
and then, after the account worked
‘ we don’t supply replacement routers to BT transfers’
This was despite the sales info and contract documentation saying differently.

They then stated I would have to pay £10.00 pm if I wanted one.
So I purchased an EE Smartt Hub pro from Amazon as a cheaper option, - Great.

However, the BT router is listed on the account in the app and therefore controls do not work.
On contacting support  I was told it could not be changed due to a software  bug in in the in but somebody would get back to me.

After a couple of attempts to get through to support I they changed the excuse to
'As I had not bought the router from them they would not support it.'
Despite explaining I didn't require support on the router, I just wanted my account to reflect the facts i.e change from BT to EE router recorded in my account to allow the app to work.

They said NO.

Hows' that for customer service?

[Rach_H]

Hi @Hazcrew,

Welcome to the Community!

I can understand your concern about what has happened with your account. I'd recommend making a complaint and our team will be able to work with you to get this resolved.

Rach

[JimM11]

@Hazcrew As far as people are aware publishing on the Forum the Pro hub works account wise with the app no matter what, the picture and description displayed is all that is wrong but everything else appears to be working, even the FW appears to be updated as long as the unit is on the connection, no way EE is going to be able to change it for the different matched serial numbers systems wise.

[humeka]

You should keep your old BT Router , since your contacts will not transfer (export/import) to any of the EE routers ... we've been complaining for years with no response on here

[Hazcrew]

Thanks for your replies.

@humeka Sorry, not sure what you mean by 'contacts will not transfer'.
Old BT router was wifi 5 and needed at least wifi 6 to better handle the large numbers of network devices used.
Which was the primary reason for moving to EE.

@JimM11   The fibre service is completely router independant i.e any router should work assuming the router is not locked to a different broadband supplier. 
The broadband works. However, the web based EE app is based on the information on my account which which refers to an old BT router.
Therefore the the EE app which is web based will not connect to the EE router. 
All I'm asking is they update the account records to show that it uses the EE router.

This must be simple to do as, if I pay them £10.00 extra a month, they can change it.

[humeka]

Sorry .. my fault... I was assuming you were using Digital Voice