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Received an email saying "Thanks for returning your: Smart Hub 2"

RD971
Explorer

‎06-10-2025 11:59 AM

Hello,

I am doing the migration from BT to EE and as a result I will be upgraded to a EE Smart Hub Pro. 

My issue is that I have received an email thanking me for returning my BT Smart Hub 2, but I have not sent anything yet, nor received any box or label to return it.

What would you recommend in this scenario ? Should I just take the BT Smart Hub 2 to an EE store ?

Many thanks

0 Helpful
7 REPLIES 7
XRaySpeX
EE Community Star
EE Community Star

‎06-10-2025 12:06 PM

If you have not received a return bag you may call 0330 123 1105 for 1. 

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
JimM11
Community Hero
Community Hero

‎06-10-2025 05:19 PM

@RD971 As it's already marked as returned keep it you may need it!

0 Helpful
RD971
Explorer

‎06-10-2025 05:32 PM

Hi @JimM11 

Thanks, that's a good shout, but I'm always a bit anxious with these things. For example if that email was sent by mistake and they end up charging me for the equipment.

I think I will wait for a few days for a return kit and then I will call them.

 

0 Helpful
JimM11
Community Hero
Community Hero
In response to RD971

‎06-10-2025 06:10 PM

@RD971 You get it for 60 day's so there is NO rush to send the sucker back!

edbostan
Contributor
Contributor

‎06-10-2025 10:18 PM

I migrated to EE from BT and they said the Smart Hub 2 was adequate so I retained it.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to edbostan

‎06-10-2025 11:10 PM

Then you shouldn't be returning it. You should make that clear to whoever sent that email that you have been told to retain the BT SH2 for use on EE BB.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
edbostan
Contributor
Contributor
In response to XRaySpeX

‎07-10-2025 08:01 AM

Is the EE hub Pro an expensive add on? One model is £10 per month more. That explains why they foisted it upon you.

0 Helpful