Switched from BT to EE but no new router?

[jsutt32]

I switched from BT to EE a few weeks ago now and assumed I would be getting a new router.  It's never arrived and in true corporate style these days, it is impossible to message EE direct with this query.  Is my assumption right? Or do EE assume that I will continue to use the BT router.

[Minkey1]

@jsutt32 

I was already on Fibre 900 w BT using a SH2 with 1 disc extender, but when they switched us to EE they sent a new SH+ with ultimately 2 extenders. I think it can depend on the package you have, and certainly there’s some who prefer to keep using their BT kit for various reasons, assuming it’s otherwise compatible of course.

Which BB plan were/are you on?

[JimM11]

@jsutt32 The BT/EE switch is far from straight forward, but one of the stated facts is if the BT Equipment is deemed to be good/functioning or whatever reason then NO EE is sent, and you continue to use what you have....

[Profile closed]

We were with BT 500Mbs with smart hub 2 (wifi 5), and we switched to EE 500mbs and on their site it said on the package we would get a smart hub+ (wifi 6), when we signed up for EE we never got the hub, so I rang up and said where is it, they told me on the phone I already have a smart hub 2 I won't be getting one, and I was like how does that make says it literally says on your website you get a new hub on the 500mbs and up packages, I could hear some woman in the background telling the man what to say and they still refused to give me one, bunch of scumbags 

Anyway I ended up talking to someone different from another department and he said I can only get the smart hub+ on the 900mbs package, so we ended up getting 900mbs, and guess what, the smart hub+ ended up being trash, and I just bought a smart hub pro, we will never be joinning anything related to EE again when this contract is done

[Profile closed]

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@JimM11 wrote:

@jsutt32 The BT/EE switch is far from straight forward, but one of the stated facts is if the BT Equipment is deemed to be good/functioning or whatever reason then NO EE is sent, and you continue to use what you have....

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That is not acceptable in my view.

The online switch process from BT to EE is quite clear as far as I am concerned about what should be included with the new package.

Whilst the EE Smart Hub Plus is not to everyone’s taste, I would want the new kit for the WiFi 6. Can anyone from EE confirm that if you move from BT you do not get the new EE broadband kit if you transfer? 

I’m on BT Halo 3+ so moving to Full Works I expect a Smart Hub Plus, Smart WiFi Plus and Smart Hybrid Connect to replace the BT versions.

What I am offered to move

[JimM11]

@Profile closed It is posted front and centre on the Terms and conditions and not made clear, but the fact is stated. Will try to see if there is a more updated version to the date.

https://ee.co.uk/content/dam/help/terms-and-conditions/broadband/plans/ee-essentials-all-rounder-and-full-works-broadband-plans.pdf

[jsutt32]

Swapped from Fibre 1 to Essentials Fibre 36, a like for like swap as living in a rural location, that's as much speed as we can get down the phone line.  I suspect from other comments that EE have deemed my existing router to be adequate.  I'm pretty sure that I saw somewhere in the swap over that it included a new router.  However, it also sounds like I'm better off sticking with the BT router!

[JimM11]

@jsutt32 BT Smarthub2 is a really good router although wireless spec is only 2 back from the all singing dancing version at present, and as you well and fairly point out location and speed you have, once that improves for you then it is all bets off, and do you want to be fighting the EE Smarthub+ version although estimated all the new and rapid FW updates it is getting some attention to sort out current issue's off which there are many....

[Profile closed]

Thank you @JimM11 

Oh well, I’m not switching then as I am not messing about with vague terms and conditions, I’ll  leave BT at the end of my contract in May for a new ISP. 

This reminds me of how BT made Halo 3+ customers switching from FTTC to FTTP sign a new 2 year contract when the terms and conditions of Halo 3+ clearly state you get upgraded for free and do not need to re-contract.

BT Halo 3+ Full Fibre terms

[jsutt32]

What does annoy me though is that under 'Manage my Products' it clearly shows the Smart Hub as being part of my package.