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Trying to switch from BT to EE for new updated router

NFraser123
Investigator
Investigator

I have recently been receiving multiple prompts from BT and “thanks for your order messages” to move to digital voice.

The situation is that I am on 24 hour callout and need both Landline and Mobile unfortunately I do not use any of BT’s equipment since their BT smart hub 2 does not give good coverage in my house and doesn’t support my devices properly so I use my own router.
BT do not publish any technical specification on how to configure your own router to support their digital voice so you have no choice but to use either a BT or EE router. I know I could potentially put the smart hub 2 inline with my equipment- but don’t really want the extra kit, mess and TBH bother of getting that working.

I have contacted BT/EE on multiple occasions and cancelled the digital voice order and said that I will move to EE so I can get a better router which will support digital voice so that my phone can be migrated to digital voice.

Unfortunately, EE/BT will not supply a new router as I already have a smart hub 2 somewhere in the loft, which I do not use so therefore they were actually unable to order new broadband for me or move me from BT to EE as they will not supply a new router despite me offering to pay for it, which seems a bit bizarre.

So at the moment I’m stuck, so I told them just to cancel the digital voice order again because they will only allow you to use and / or only send a BT Smart 2 even when moving to EE. This is despite previous calls and being advised to move to EE to get the EE router.

So my question is, is there any way of getting an upgraded router when moving from BT to EE, the current BT Smart hub 2 model was released 7 yrs ago - it gives very poor coverage  in my house and does not support the latest WiFi standards, my issue is currently I cannot move to digital voice . I also find it odd that I cannot get the more up to date EE router even if I offer to pay extra for it.

Thanks for any advice

6 REPLIES 6
XRaySpeX
EE Community Star
EE Community Star

Pay for the EE Smart Hub Pro and Smart WiFi Pro add-on. It is £12 pm for 24 months.

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

@NFraser123 If you wish to continue using your own router if it is capable of routing on a fibre modem feed, then you may wish to port your landline number to a voip provider, that option will be Fibre BB only supplied by EE, and the voip company can take care of the phone side for you! 

Matt_124
EE Community Star
EE Community Star

@XRaySpeX 

Was about to comment this, although with the caveat that it is only available in Full Fibre areas on Full Fibre 150 or above.

Thanks for the response, we only have FTTC / VDSL here at the moment.

Hi XRaySpeX - thanks for your response, do know if that smart hub pro supports FTTC/ VDSL or is it just Fibre ?

Thanks
NFraser123

Hi @NFraser123 

The Smart Hub Pro only supports FTTP as it does not feature a modem or RJ-11 port for use with FTTC/VDSL.