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?
