Missing Router

[clayts]

My service went live today and I received the Smart WiFi box, but i have not received a Router (and I have not received notification that a router has been dispatched)

When will the router be dispatched please, and as I can not use the Smart WiFi box until I receive the router, will you be issuing a refund?

[JimM11]

@clayts What smart wifi box as you put it have you received? Is there a label on it to identify?

[clayts]

 Hi JimM11 - The label states " Smart WiFi SW10A" 

[XRaySpeX]

You have the EE Smart WiFi (2023) , model no. SW10A, of Setting up Smart WiFi. You need the EE Smart Hub (2023) ,model no. SH20A, of Set up your Home Broadband EE Router to go with it. 

[clayts]

 Thanks XRaySpeX -  They have not sent me any Router, just the smart WiFI device.  

[JimM11]

@clayts What router do you have at present?

[clayts]

@JimM11 A non-descript netgear router  

[XRaySpeX]

What's its model no.? Doesn't it work?

Which EE BB plan are you on including its speed?

[clayts]

XRaySpeX - Yeah, the router works, but of course, the Smart WifI box is useless without the EE router.   I am on "Fibre 67 All Rounder" and I get about 64Mbps

[Mustrum]

@clayts  I suggest you give customer services a call, no one on here has account access so we can't give you any information regarding where your router may be.

HTH.