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Broadband order experience - good

mattyjoyce71 — Mon, 05 Oct 2026 08:27:28 GMT

Thought I would share a positive experience for a change, usually lots of moaning on here.

My contract ended this month so rung up to see what I could change as need to save money. I explained the situation to the nice man and he got me to a great price £18 a month cheaper although I did lose my wifi disc but I can live with that. The man was kind, patient and understood what I wanted, I did point out it would have been ice to be offered this before I run up but that's not his fault, BT could learn a lot from loyalty offers before contract ends.

My only small gripe was they did not offer me a home hub 3, but I rung up this morning and spoke to a nice man and they are sending me a new one one to replace my aging hh2, all worked out but would have been nice to mention it first call.

Well done BT, for those wanting a good deal just be honest and up front about what you want but in a polite way.

Matt

Re: Broadband order experience - good

Chris__S — Mon, 05 Oct 2026 11:29:40 GMT

Hi @mattyjoyce71

I'm really pleased to hear that the guides that you spoke with took the time to understand your situation and helped find a deal that works better for your budget.

An £18-a-month saving is certainly worth a phone call, and it's good to hear both guides were patient and helpful throughout.

I can completely understand your point about loyalty offers and replacement equipment being discussed earlier in the process; that's fair feedback.

Even so, it's great that the Home Hub upgrade was sorted quickly when you got back in touch.

It's also a useful reminder that being open about your needs and having a friendly conversation can often lead to the best outcome.

Enjoy the savings and the new hub when it arrives.

Chris S

Re: Broadband order experience - good

mattyjoyce71 — Wed, 07 Oct 2026 11:15:01 GMT

Was all going so well, received new hub this morning, they only sent me the same HH2 (when I asked for the new 3) and it has no power to it anyway ,

Ringing them up now, I guess these things happen but very annoying is unplugged the old one and everything (*mass of wires)

Will update (if anyone is interested 🙂

Re: Broadband order experience - good

mattyjoyce71 — Wed, 07 Oct 2026 11:40:58 GMT

Well apparently smart hub 2 and 3 are identical nearly (not sure on that though)

However he mentioned a good deal at EE with 1.6gb for good price so went with that, wifi 7 pro router with booster so all good. He is migrating me now, hopefully my wife will be ok with it ha ha

Re: Broadband order experience - good

andydenyer — Wed, 07 Oct 2026 14:37:30 GMT

The Smart Hubs 2 and 3 are certainly NOT nearly identical! The SH2 is only Wi-Fi 5 whereas the SH3 supports Wi-Fi 6. But if you're getting a Wi-Fi 7 router from EE on a good deal then that's great to hear!

Re: Broadband order experience - good

mattyjoyce71 — Wed, 07 Oct 2026 17:41:32 GMT

That is what I said to him , he said no 100% smart hub 2 is WiFi 6 same as smart hub 3

Anyway got nice super speed co int with new router so alls well that ends well

Re: Broadband order experience - good

andydenyer — Wed, 07 Oct 2026 18:47:33 GMT

Dear, oh dear. Someone obviously needs some better training (or simply needs to just look at their own website)!

https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub

But, yes, good result for you overall.

Re: Broadband order experience - good

mattyjoyce71 — Thu, 08 Oct 2026 06:26:28 GMT

I should have sent him that, def more training

Re: Broadband order experience - good

Kimberlin — Thu, 08 Oct 2026 07:47:46 GMT

Yup, it’s an absolute joke. BT/EE guides or customer service reps who don’t have a clue about the product they’re flogging, is just poor. Ultimately, I suspect, it’s BT Group customers paying their wages, the least they can do is know what they’re talking about. That’s not even an unreasonable expectation is it?