New contract but old model router?

[Zaxxan]

I renewed my contract with BT but they moved me to EE without actually telling me that they were going to to do this. The EE app wouldn't work with my BT router so they have sent me an EE Smart Hub 2 (SH20A) which I believe is actually an old model and the same as the BT router that it will replace. I thought as the contract is new that I would receive the latest EE plus router (SH30A) so I'm very disappointed. I'm still within the 14 day cancellation period so I'm planning on cancelling tomorrow. Also, I have asked several times to link my EE phone number to the broadband account and this still hasn't happened. Overall I'm very disappointed with the service from BT and EE.

Can anyone confirm if I should have received the plus router? I'm on a 500mb full fibre contract.

[JimM11]

@Zaxxan It is in the contract that if EE/BT deem what you have is working and good then NO you do not get the most upto date router or anything else. You keep what you have and continue to use.

[Zaxxan]

So they don't send out the latest router on a new contract then? 

If they are sending out a new router I don't understand why they send out old models. I never intended to move to EE and the first I knew about it was when I started to receive emails from them and I lost access to my BT account. Oh well, I'll cancel tomorrow as planned.

[JimM11]

@Zaxxan They are sending you the like for like replacement, that is all. It just happens to be badged EE instead off BT.

[Zaxxan]

Maybe, but it's disappointing, lots of hassle I didn't need for no gain. If I knew renewing a contract with BT was going to be this much trouble I would have just gone with a different provider with a lower price which is what I'll be doing tomorrow.

Thank you for taking the time to reply. 

[XRaySpeX]

The EE Smart Hub (2023) (SH20A) is good enough for all Full Fibre up to 1 Gig & is compatible with your old BT SH2. EE must deem it sufficient for you as you are not a new cust. but a transfer from BT to EE. You've been given a like-for-like transfer as part of BT trying to divest themselves of consumer users.

N.B. The latest EE SH+ models are the SH31B & SH32B.

[Zaxxan]

That appears to be the case. If I had known that I was going to be transferred to EE I could have left BT and taken out a new contract with EE and got a newer model router that supports wifi 6  etc but seeing as BT never mentioned EE when I renewed I had no idea I was going to be transferred.

Although I was transferred to EE it was a new contract as I was out of contract with BT. 

I actually feel as though I have been duped by the whole thing, I certainly wasn't given the information to make an informed decision to move to EE. 

[JimM11]

@Zaxxan You can only ask with CS when you call them to see what happens or can possibly be done. Let the Forum know how it all goes.👍