This topic

"you are eligible for a hub3..."

Luggage42 — Wed, 26 Aug 2026 18:27:19 GMT

I went online to renew. The page has a banner across the top telling me I can have a smart hub 3. The available package offers, when you click on 'more details' immediately say you get an upgrade to SH3. I could really use that wifi6 upgrade, so I followed through to the final purchase page. (one of the Fibre 900's with the mesh-discs). There's no mention of the hub 3. I stop. I call. 2 hours on the phone (not an exaggeration)and I'm told I wont be getting a hub 3 because I have the older hub 2.

Why advertise that I can have the upgrade? Perhaps BT phone folk cant offer the deal? I cant find anything online that confirms it's an online only deal.

I'm sorry but the AI chat bot is next to useless.

Can anyone confirm if they have recently upgraded online and actually received hub 3. Is there a BT employee here that confirm the upgrade.

Nobody likes false advertising and that's a pretty big one 😞

Re: "you are eligible for a hub3..."

gg30340 — Wed, 26 Aug 2026 18:44:57 GMT

Did the page specifically say that you could have a Smarthub 3 if you upgrade or was it a generic page. Was there any small print at the foot of the page?

As far as I am aware you only get a Smarthub 3 if you are either a new customer or you are upgrading to a package that your present hub will not work with. In this case your Smarthub 2 will work with the 900 package so you are not eligible for the Smarthub 3.

If you call BT again tell the that you do want to upgrade but only if the SH3 is part of the deal.

Re: "you are eligible for a hub3..."

Luggage42 — Wed, 26 Aug 2026 19:01:21 GMT

Thanks for the reply D-S. I've hopefully attached a shot of the page... You can see the banner across the top and the "See Details" on each package. Even my current basic package is showing the offer.
BT call centre couldn't confirm or offer the same. Very strange.

At this point i feel lied to and angry about it.

Re: "you are eligible for a hub3..."

WSH — Wed, 26 Aug 2026 20:17:44 GMT

At those prices they should be throwing in and SH3, mate.

My own offers: 500Mb/s, no Halo, £32.99 900Mb/s, Halo 3, £41.99

I'd haggle for a better price if I were you. You can always buy a cheap wireless access point for Wi-Fi 6.

Re: "you are eligible for a hub3..."

Kimberlin — Wed, 26 Aug 2026 21:14:06 GMT

I would be horrified if I were paying that much for my monthly broadband. Each to their own though. Do you actually need the Halo add on?

Re: "you are eligible for a hub3..."

BhfpkiiL1 — Wed, 26 Aug 2026 22:02:12 GMT

At those prices a gold plated smart hub 3 wouldn't temp me

Before you renewal shop around as you'll get 500mbps for half what you're paying now

Currently plusnet (also BT) is £29.99 for 500mbps

Re: "you are eligible for a hub3..."

gg30340 — Wed, 26 Aug 2026 22:04:05 GMT

@Luggage42

What does it state when you click on "See Details"?

Re: "you are eligible for a hub3..."

Colin_London — Thu, 27 Aug 2026 11:06:20 GMT

@gg30340 Luggage42 posted the screenshots above. BT have clearly included the SmartHub 3 in the descriptions so have missold if they do not honour what they have promised.

Re: "you are eligible for a hub3..."

Luggage42 — Thu, 27 Aug 2026 12:15:36 GMT

Thank You all for your responses. Much Appreciated! 🙂

The price sucks but I think BT have the monopoly around here for fibre as there's no competition. Virgin are moving in but their reputation rolls ahead of them and their prices are worse. EE (all part of the same big happy group) are offering slightly cheaper but also offering the latest wifi-6 router but again even with these I cannot get confirmation that the router will actually be sent.

I'm also not a new customer so those introductory prices aren't available or fair to me. 😞

My main issue is of course being lied to, false advertising. Enticing new renewals to then silently take the incentive away at check out.

Laptops, Mobiles, Quests, Xboxs, playstations all capable of wifi-6 so my interest in an upgrade is valid. Staying with an old wifi-5 hub whilst upgrading to a speedy 900 package seems like buying a Ferrari with a fiesta gearbox or plastic trolley wheels.

I've spent an lot of time just trying to figure out what's what. There's no fine print to say as an existing customer you wont get the router not at any stage of the purchase process. Just that final page where there's no mention of the new router. How many others have fell for that? 😞

If that customer service rep had spent an hour telling me it was a real offer they would have an had a new customer. Instead he chose to pretend he was chatting to managers and tech teams and coming back with a "No".

I've made a basic complaint to BT, I've also made an executive complaint to BT (something I found online) I've also started an ASA complaint to check into the heavy advertising and silent removal.

I'm just sad and very disappointed. 😞

Re: "you are eligible for a hub3..."

gg30340 — Thu, 27 Aug 2026 13:48:27 GMT

@Colin_Londonwrote:
@gg30340 Luggage42 posted the screenshots above. BT have clearly included the SmartHub 3 in the descriptions so have missold if they do not honour what they have promised.

I am well aware what is in the screen shot other wise I would not have asked what I did.

I had previously asked if there was any small print and subsequently asked what was included in the "see details" box, which has not been answered, because what if anything it contains may be crucial in explaining if there are any eligibility criteria that may need to be met before you would get a Smarthub 3.

Re: "you are eligible for a hub3..."

Luggage42 — Thu, 27 Aug 2026 13:54:11 GMT

GG, I appreciate your help. I should have said that the 'see details' was already active in the screen shot. Just to confirm, I could not see any asterix, small print or otherwise stating any reason why the newer hub would not be sent. It was just absent from the final contract listing. I clocked that before signing the contract and it started my investigation which ended up as all this 😄

Re: "you are eligible for a hub3..."

gg30340 — Thu, 27 Aug 2026 13:58:06 GMT

I have notified the moderators of the forum about this.

They do not have account access but they may be able to find out if there is a mistake on the webpage or if the CS staff have not been briefed correctly regarding the issue of the Smarthub 3.

Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: "you are eligible for a hub3..."

Luggage42 — Thu, 27 Aug 2026 14:02:32 GMT

Many many thanks Distinguished Sage!