RE: New connection not appearing

[femboy_dash]

Hi everyone,

In the 'Manage' tab on the EE app; it says 'Broadband' and unfortunately it is not showing my new connection. It just says 'GET' in a little yellow bubble presumably thinking I haven't got Broadband.

I purchased the new Mobile Broadband with the latest router. The reason I was looking in the app is because of the speed guarantee with Mobile Broadband and as part of diagnostics it tells me to head to Manage > Broadband in app to run the speed tests in each corner of the house.

I also have a separate query, when purchasing this plan I purchased it over the phone to quality for the Blue Light Card discount. I was told that there was a £100 upfront fee which was for the cost of the hub itself meaning I keep the hub. 

I have now read over the full contract, and sadly I cannot find any mention of me actually having ownership of the equipment now. For reference and clarity, this is exactly what was purchased on the Unlimited plan. 

Please can you confirm if the information provided to me over the phone was correct that I am able to keep the "5G Smart Hub"? 

[Ritu_D]

Hi @femboy_dash 

Thanks for reaching out on the community. 

I am sorry to hear you are unable to view your new mobile Broadband on the EE app, when did you purchase the Smart Hub? 

In regards to your second query, the device will be owned by yourself after the first 6 month of your contract. You don't have to return the equipment to us when you cancel/upgrade at the end of your contract. It will be yours to do whatever you want with it. 

Thanks 

Ritu 

[XRaySpeX]

@femboy_dash : The Broadband referred to & managed by the app is fixed Home BB, not mobile BB. You just link your mobile BB router using its mobile mo.

[femboy_dash]

Hi there @Ritu_D,

I purchased the Smart Hub WiFi Pro approximately four days ago. I took receipt of the device yesterday.

--

In regards to @XRaySpeX's reply,

I kindly refer you to this documentation from the ee website which states, and I quote 'This is specific to customers with the Smart WiFi Pro device' to which point it then lists using the EE mobile application and checking the Manage > Broadband section to utilize EE's internal speed test to ensure my device is receiving the speed guarantee as stipulated in the contract as 100 Mbps.

I also kindly refer you to my original post in this thread, where I sent a link to the EE website showing the Smart WiFi Pro device I had purchased. Both the documentation link I have provided above and the Smart WiFi Pro device's page I listed in my first post do not vehemently state that the speed guarantee and speed test is only for fixed line broadband as it specifically states as mentioned above, 'This is specific to customers with the Smart WiFi Pro device'

[femboy_dash]

Hi there @XRaySpeX,

I'm unable to edit my original response to you as listed above; however to also add further, before your reply was made here, an EE employee commented just shy of an hour beforehand stating "I am sorry to hear you are unable to view your new mobile Broadband on the EE app" which furthermore leads me to believe that, yes, we are supposed to be able to view mobile Broadband in the EE application. 

Please can you confirm whether your response was incorrect information or if the EE employee is giving me incorrect information?

[XRaySpeX · Accepted solution]

@femboy_dash : The Smart 5G Hub is not the Smart Hub Pro device! Any speed guarantees, promises, etc. for the Smart Hub Pro device do not apply to the Smart 5G Hub.

The Smart 5G Hub is a mobile router. The Smart Hub Pro (which you incorrectly call "Smart WiFi Pro") is a fixed line Home BB router. You have bought the Smart 5G Hub, a mobile router.

Both @Ritu_D  & my responses are correct pertaining to the Smart 5G Hub. You link your mobile router to the app using its mobile no.

[femboy_dash]

Ohhhhhhhhhhhhhhhh I see the mistake!

It is so confusing because they're both named similar to "Smart Hub" but yes, upon looking here, I can see you're in fact correct! I wish there was a way to leave feedback as that was confusing for me, as a first time customer, to any sort of router with EE!

I can see the mobile number already inside of the app but I can't seem to actually access it or view the bill. I assume this is because I purchased and received the equipment very recently and thus the first bill has not been generated. Could you please clarify if I am correct or mistaken here?

Kind regards,

[XRaySpeX]

This user discussion forum can have no access to your specific account. You need to take this up with CS.