Re:

[Fedup500]

The customer service is shocking, noone can really be bothered to help and it all sounds a bit too much hard work. They only time they are quick and motivated is when they are selling a product or upgrading you but if there's a fault forget it. 

[JimM11]

@Fedup500 Will be the smart router version, so lot older than 3 years, that one above was from 2021.....

[JimM11]

@Fedup500 This one?

Set up Smart Router on EE Part Fibre or copper broadband | Broadband Help | EE

[Fedup500]

Yer looks like that . 

It's the hub I received when I set up the broadband 3years ago .

Still no joy 

[JimM11]

@Fedup500 Having an old EE Smart Router, would think you may be on the old EE Service as well, looks like if EE did manage to check there end, and THINK that it is a Router issue and NOT a line fault then supplying a new EE Replacement Router is the way they are going, so unless there is a stock issue with older returns for your replacement or they just dropped the ball with it, you can only wait or call them back up again for any updates to when you are getting it sent or when it's expected to arrive. 

Do you happen to know what speed package you are on, just incase you have high speed and are G.Fast connected....

[XRaySpeX]

@JimM11 : The only real reason for supplying a white Smart Router is for G.Fast.

Perhaps the upgrade being spoke of is a switch to Full Fibre & the new router(s) being sent is a SH+. There wouldn't be a cooling-off period just for fixing a fault, but only for an out-of-contract upgrade.

@Fedup500 : What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[JimM11]

@XRaySpeX The only one that stacks up to that is the BT Smart Hub 2, think that also has a G.Fast modem in it, but the EE version does not.... 3 Years is the curve for me, but know not much about that EE Smart Router.