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.

[LeuvenMan]

Just experienced this myself. Migrated from BT to EE, they have sent me a TV box, but no new router? Spoke to customer services and was told “the BT Smart Hub 2 is the same as the EE Smart Hub” (I think not as one of WiFi 5 and the EE is 6?) and “they didn’t send me one as it’s saves me having to mess about……..”

we are FTC only,  not full fibre, max speed 61Mbs ish

This is irritating. If it’s upfront in the T&C’s they don’t upgrade the hub then fair enough ( my bad for missing it) , but to have the call centre fob me off is poor

[XRaySpeX]

@LeuvenMan : When BT migrate your BB to EE they usually require you to continue using the BT SH2. It works on EE BB.

[Matt_124]

The BT Smart Hub 2 is the same as the EE Smart Hub (2023) as both of these models are Wifi 5, so if that is what they stated then that is correct.

The EE Smart Hub Plus however is the WiFi 6 version and what I imagine you mean to say.

Ultimately in the documents you must approve as part of your pre-contract information and the contract document, these typically detail the equipment and it would have stated what equipment you were getting or being expected to use with your service before you signed.

[XRaySpeX]

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@Matt_124 wrote:

The BT Smart Hub 2 is the same as the standard EE Smart Hub (2023)

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But, @Matt_124 : the EE Smart Hub (2023) isn't EE's current offering, the EE Smart Hub Plus.

[Matt_124]

Apologies @XRaySpeX 

The commenter I replied to referred to the EE Smart Hub, not an EE Smart Hub Plus.

I did think they meant the Plus, but it's possible the EE staff member they spoke to were comparing the EE Smart Hub (2023) when saying they were the same.

I believe they still offer it (or did up until recently) as an equipment replacement for those with a BT Smart Hub 2 as part of their contract, but not to new customers, who receive the EE Smart Hub Plus.

[LeuvenMan]

Hi Both, thanks for taking the time to respond.

Indeed I was referring to Smart Hub +

If it’s in the T&C’s so be it, the part which irritates me is that when placing the order, a new hub appears on the order conformation, (along with the TV box & TV box mini), it’s only when the dispatch notification came through that I realised they were not sending a new hub, as confirmed by the call centre. 

I’m unlikely to pursue this further, just wanted clarification.