Smart hub

valdisz · ‎24-12-2025

I don't understand, please explain. Why should I return smart hub, if you just sent it?

XRaySpeX · ‎24-12-2025

Looks like they've sent you a replacement router as a shot-in-the-dark guess that'll it fix the outage (which it wouldn't) as it their unscientific wont. There is an incidence of faulty SH+ PSUs - see EE Sending out Replacement Power Supplies for its Smart Hub Plus's. . They may have been thinking of that.

It'll be a replacement router. So you'll need to return the old 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

View solution in original post

XRaySpeX · ‎24-12-2025

@valdisz : Have you just taken out BB with EE? Has it yet gone live?

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

valdisz · ‎24-12-2025

I have been a customer for many years.I recently had an internet outage. I just called and asked the reason. After a short time, the Internet appeared. I didn't order a new smart hub.But they sent it to me.I haven't connected it until today. Question. If I connect a new one. I have to give you the old one back? Thanks.

XRaySpeX · ‎24-12-2025

Looks like they've sent you a replacement router as a shot-in-the-dark guess that'll it fix the outage (which it wouldn't) as it their unscientific wont. There is an incidence of faulty SH+ PSUs - see EE Sending out Replacement Power Supplies for its Smart Hub Plus's. . They may have been thinking of that.

It'll be a replacement router. So you'll need to return the old 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

valdisz · ‎31-12-2025

I want to return the old one KIT.
Can I get it again QR code I think I've lost it.
Or are there any other options to return? Thanks.

XRaySpeX · ‎31-12-2025

If it's listed in following link then follow https://ee.co.uk/help/orders/return-and-recycle-ee-product . 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

valdisz · ‎10-01-2026

I want to send you my old modem on my own.Because I don't understand anything about the return instructions.

What is the address where you can send it? Or take the 70 pounds.Thanks.

Michael_D · ‎11-01-2026

If you have been asked to return the old router, you'd normally get a returns bag which would have the address on it @valdisz.

If you've not received this, I'd recommend giving our customer service guides a call and they can get one sent to you to make sure it is returned correctly.

Michael

valdisz · ‎11-01-2026

Explain to me why I have to call someone all the time? Why can't I write and send an email normally? I did not order a new hub. They sent it themselves for some reason. I needed these problems ? OK I'll pay , but I won't renew the contract anymore.

JimM11 · ‎11-01-2026

@valdisz Just fill out the Make a Complaint | Contact Us | EE online Form with all the details that you have, it is about the only other way to avoid calling someone to deal, so maybe they will take it up or send it to wherever it needs to go!

EE do NOT do e-mail for anything so it's the Forum or calling!