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Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

PhoenixL — Wed, 06 Apr 2022 16:28:22 GMT

Existing BT customer and have just completed a transfer to Home Essential Fibre Essential. The order has a one off charge for £9.99 - which is for the delivery of a SMART HUB 2, which I already have.

On reviewing the order in my BT account, it seems wasteful to return a SMART HUB 2 that I already have, only for a new one to be delivered and charged for.

Can this charge and delivery be cancelled ... surely they can see I have the right equipment in place and have already moved over to digital voice.

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

imjolly — Wed, 06 Apr 2022 17:01:00 GMT

Phone CS 150 OR 0800800150 from mobile and they should be able to help

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

-Richie- — Wed, 06 Apr 2022 17:26:59 GMT

As an existing customer the system should detect you have a Smart Hub 2 already, are you changing the existing account or trying to open a new account ?

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

PhoenixL — Wed, 06 Apr 2022 18:55:22 GMT

change the existing account - Fibre 1 to the Home Essentials

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

-Richie- — Thu, 07 Apr 2022 08:41:33 GMT

If it's an existing account, there's no need to have a new Smart Hub 2 sent if you have one, try doing it by phone on 0800 800 150