Missing wifi7 extender

[Jaquinl]

Hi

I switched from BT to EE and ordered the new WiFi 7 router and extender. Initially I was sent the WiFi 6 smart hub, then after hours on the phone finally got the wifi7 router but no extender. After many more calls I got sent another WiFi 7 router with no extender. 
Every time I call it takes hours and I get passed between departments.

has anyone received the full WiFi 7 kit?

and tips on how to get through to the right department and get something fixed?

thanks for any help

[JimM11]

@Jaquinl There is no reason that EE CS should not be able to sort it out for you, call them again. be specific, they are and continue to send the SH40J to you, and you just require to get one SW40J the smart wireless pro extender, also have them send you a returns bag for the excess so you can send the extra unit back to them.

[Jaquinl]

I’ve spent multiple hours on the phone trying to do just that and they just send me the main WiFi 7 hub again. It’s frustrating 

[pcoventry8]

Yes. I was connected on Thursday but got the kit (shrink wrapped together as one) about a week before that. 

[Jaquinl]

After multiple hours on the phone I have cancelled all my services and am moving to another provider. I just don’t have the time to cope with administrative issues at this company. 
Spent hours on the phone trying to resolve the issue and get the right hardware.

I am happy if others have solved the problem and got what ordered but I’m off to another supplier. Cancelation costs have been waived by complaints dept. however overall it’s taken a huge amount of my time that as a freelance contractor I didn’t have time to spend.

good luck. 

[JimM11]

@Jaquinl Not easy to get anything sorted, just be sure that you have something from EE regarding the Cancellation cost's like e-mail etc, they have been known to mess with that later down the line!