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Upgraded broadband and was sent a "worse" hub?

Justachillguy
Investigator
Investigator

‎17-08-2025 03:51 PM

So I upgraded from the 500 to the 900 package. Before I had the Smarth Hub Pro, and with the upgrade they have sent the Smart Hub Plus, which is meant to not be as good as the Pro, or am I missing something? 

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5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎17-08-2025 04:19 PM - edited ‎17-08-2025 04:19 PM

With the 500 Meg plan you weren't meant to have the SH Pro unless you were paying extra for it. Same goes for 900 Meg plan.

You could send the SH+ back & continue using the SH Pro but its f/ware is nowhere as up to date.

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
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JimM11
Brilliant Contributor
Brilliant Contributor

‎17-08-2025 05:33 PM

@Justachillguy Just a Router sent or any matching smart wireless devices for the Plus, if you have and using same amount Pro package you have! Keep them both until requested back, the let them know the Plus device or devices are in the return bag, and do keep forever the Tracking/Postal receipt in a safe place and best track and follow all the way back! 

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Justachillguy
Investigator
Investigator
In response to JimM11

‎17-08-2025 06:00 PM

Just the hub.. 
I did have a wi fi extender with the pro but i was going to send it back as I am connecting via ethernet and dont need it anymore

I guess I cant send them the plus + wi fi extender pro, right? 😂

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Matt_124
EE Community Star
EE Community Star
In response to Justachillguy

‎17-08-2025 06:07 PM - edited ‎17-08-2025 06:12 PM

Unfortunately not, if you've taken the new package without the Smart Wi-Fi Pro add-on they'll be looking for the Smart Hub Pro and Smart Wi-Fi Pro back or you would face a non-return charge for the both of them - £125 for the SH Pro and £85 for each Smart Wi-Fi Pro. https://ee.co.uk/help/orders/return-and-recycle-ee-product 

Important to note the payment of a non-return charge does not transfer the ownership from EE to yourself, they remain the property of EE provided to you on a loaned basis and you can return them within 2 years for a refund of the non-return charges.

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Justachillguy

‎17-08-2025 08:20 PM

@Justachillguy You don't send anything back that is not requested, just messes up all the details on the return side and the tracking. Looks like you may be having to make a call to EE CS to sort out what is best with your FF500 upgrade and keeping your PRO and the Smart wireless to the End off the 24month period! It sounds like a complete mess, don't be surprised it all get's cancelled, and restart's all again, new Equipment and all the Pro/Smart and Plus now need to go back!

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