Smart WiFi Add On Mis-selling!

[MadScot1320]

I would like a sensible answer to the question I have asked numerous people at EE customer services this evening.

Back story: I have an EE “smart router” with 3 connected Wi-Fi mesh discs. I was supplied with the discs (FOC) by EE  a few weeks after receiving the smart router due to poor coverage. At that time I was informed that I would have to pay £10 a month for the newly extended contract period of 18 months. I Was happy to do that as the discs although sent at no cost would have been subsidised.

Along with the router this I received an EE 4G dongle that I neither wanted at the time or need. Why would I as I have an unlimited data contract on my phone that I could use as a hotspot in the event that the router failed.

Now that I am out of contract I want to know why I have to continue to pay for the “smart Wi-Fi” add on.

I have been told by a number of EE personnel, both retail and over the phone that this add on is to allow the discs to continue to operate with my smart router.. What a load of tosh.. The discs are a meshed Wi-Fi extender. Nothing more and nothing less. 

note that you can buy one of the discs from EE at a cost of £75, and at no point does it state that the smart Wi-Fi add on is required. It only states that they will only work with the smart router..

EE I would like confirmed: If I cancel the smart Wi-Fi add on but keep my existing fibre broadband service this will only remove the unused/unwanted 4G dongle from my account, and will have no effect on the operation of the mesh discs and my broadband service.

It would also be pertinent that this information is communicated to all of your EE retail and online staff as no one knows the correct answer.. And as far I can see you are misleading and miselling this add on to your customers.

Disappointed is an understatement!

[MadScot1320]

@Mustrum 

My invoices or services being received is irrelevant to my gripe.. and we going round in circles…

The only question I want answered is as stated earlier: I want to understand what the Smart Wi-Fi add on gives me over just buying the discs and connecting them to the router.. End of….

If you cannot answer this simple question then you are standing alongside the advisors I have spoken too today, that can’t answer it either.

[Mustrum]

You buy a service or you buy  a product/device/thing/device - the service costs £10 a month for the duration of the contract, or you buy a one off product and so on -why is it so hard?

[MadScot1320]

@Mustrum 

It’s obviously to hard for you to understand my question.. One that is still not answered..

So we will leave it there.

Ta

[Mustrum]

@MadScot1320  a shame you have not read the terms of the contracts you have agreed to.

Sorry I have not been able to help, but i have tried.

[MadScot1320]

@Mustrum 

For god sake.. I know what the terms and conditions are!  My 18 month term has ended.. 

Unfortunately you have been no help as the question has still not been answered inrespective of invoices, service terms etc etc.. These are no relevance to my question..

Why can you not get that into your skull.. 😡😡

[XRaySpeX]

@MadScot1320 wrote:

The only question I want answered is as stated earlier: I want to understand what the Smart Wi-Fi add on gives me over just buying the discs and connecting them to the router.. End of….

Nowt! Other than an unwanted by you mobile router & an ongoing £10 pm contract.

Your mistake was ordering the EE Smart WiFi add-on shortly after your BB was installed when you complained to EE of poor WiFi coverage & you were somehow inveigled into ordering it. All you needed was to stay with the Smart Router & to have ordered just a mesh disk or 2 @ £75 each outright.

[MadScot1320]

@XRaySpeX 

Thank you! if that is the “official” line then you have answered my question🎉 and what I have thought since regrading yesterday..

So in summary I can cancel the regrade, then have the smart Wi-Fi add-on removed, this will only remove the 4G router from my account, and everything stays the same?

Note tho that the discs were not available to buy outright at the time I got the smart router, I did ask at the time.. (I was an early adopter)… And to be fair the EE adviser had not much of a clue as he was probably reading from a script and offering me the “smart Wi-Fi” solution fix at the time. 

Also importantly however the retail and online advisors need to know how to answer this question honestly, as I can’t be the only one that has fallen for it.. and then realised after the fact that the add-on does nothing more than give me the 4G router.. 🙄 and that includes improved transparency on the EE website.

Well you live and learn.. 

Cheers

[XRaySpeX · Accepted solution]

Yes, you may cancel the Smart WiFi add-on (not a regrade of your BB) now you've seen out its 18 month contract term & nothing else will change. The mobile router is yours to keep.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

[Miike47]

I've exactly the same issue - I agreed £10 per month for 18 months for the Smart Wifi, but when it comes to an end in a couple of months, I was looking to cancel the add-on but to still keep the smart discs (which are now mine) in order to get the same broadband / wi-fi speeds but without paying £10 per month for the privilege.

It sounds like this is something I can do and will be negotiating as part of my contract in the near future.

[XRaySpeX]

You don't need to negotiating as part of your contract. When the time comes just cancel it.