by Mason1234

Replacement Router

So I have contacted EE due to an issue with my broadband. An engineer came out and found the fault, he said that it was the router and a faulty line. He has fixed the line but still the router is still not working to it’s full potential. So the engineer told me to contact EE about a new router. I contacted EE Broadband Services. They have ordered me a new router and it should be here in 2 days. What I would like to know is I’m on a Fibre Plan at the moment. I’ve had that plan for 2 years and have renewed it a couple of months back and kept the router, but now as the problem has started I now need a new router. Will I get the same router as I have which is the Brightbox 2 or will i get the new Smart Hub. I thought this because I’m on a fibre plan and you get the smart hub when you choose a Fibre plan. So will I get the the same router as I have now which is the Brightbox 2 or will I get the new Smart Hub?

EE Community Support Team

Re: Replacement Router

Hi there @Mason1234


Thanks for coming to the community.


If you give our broadband team a call on 0800 079 8586, they will check your account and see what router has been ordered.


Leanne 🙂

by Grand Master
Grand Master

Re: Replacement Router

Welcome to EE's Home Broadband Forum.


You will probably get a Smart Hub but you don't really know whether your current router is faulty & that a new 1 will fix your issues.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What exchange are you connected to? If you don't know use: and post the URL of your exchange page.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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