Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

WiFi 7 Router not received

Mathewjg
Investigator
Investigator

‎01-10-2025 12:29 PM - last edited on ‎01-10-2025 02:48 PM by

After moving house I was told that I have to open a new account.  All along I have told each EE sales  person that I want wifi 7. The engineer arrived to instal fibre  broadband but didnt have the router. The router arrived today and its the wifi 6. I called support to be told that I have to wait for the account to be activated, cancel the order and make a new one!! The current web site advert indicates that all new fibre to the home products come with smart hub pro. I have the 500mb service so surely a simple change of router is required. Its been logged as a complaint so perhaps it will get resolved but its been a frustrating experience.

0 Helpful
4 REPLIES 4
JimM11
Community Hero
Community Hero

‎01-10-2025 02:37 PM

@Mathewjg Tread very carefully with the advice that you have been given with regards to the cancel order as previous leads to all kinds off issues, like cancelled, oops sorry you now have to wait a couple off weeks while that pends!

XRaySpeX
EE Community Star
EE Community Star

‎01-10-2025 02:48 PM

@Mathewjg wrote:

The current web site advert indicates that all new fibre to the home products come with smart hub pro. 

No, it doesn't! Only the 1.6 Gig plans:Capture.JPG

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
0 Helpful
Mathewjg
Investigator
Investigator
In response to XRaySpeX

‎01-10-2025 04:36 PM

The web page which had been up for the last few weeks had the smart hub pro at the head of the add and then all the other broadband speeds under it with no mention that it was only for 1.6g. When I went to check it again the page was not loading and when it did, the smart hub pro had been removed. I later saw that it can be added for about £9 per month but since then I have seen them advertised (not by EE) for about £60 - so definitely not worth paying £9 per month.

0 Helpful
JimM11
Community Hero
Community Hero
In response to Mathewjg

‎01-10-2025 04:52 PM

@Mathewjg Spend your money wisely, there is a reason why they are out at that price on the other sites and buy a good replacement third party device if you do not need the DV phone feature or if so connect through the EE on a better Router!

0 Helpful