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New Contract

kinetic747 — Thu, 15 Oct 2026 16:09:37 GMT

I have two weeks left on my contract so I was looking to renew. It said I was eligible for the new smart hub 3, but when I got to checkout it said activation date today (I can change this) but no mention of the new router. Is this normal? Should I change the activation date so that the new router is here beforehand? I expected the new router to be in my basket but wanted to ask if this is routine?

Re: New Contract

Kimberlin — Thu, 15 Oct 2026 16:25:00 GMT

@kinetic747 I’d be very surprised if you are actually sent a new router. You might be lucky, but if you have a working Smart Hub 2 then BT have no obligation (I believe) to send out a replacement. Others here might be more optimistic.

Re: New Contract

kinetic747 — Thu, 15 Oct 2026 17:22:53 GMT

It isn't something I asked for, it was at the top of the page when I was viewing my personalised offers. It said I was eligible for the smart hub 3.

Re: New Contract

iniltous — Thu, 15 Oct 2026 17:28:50 GMT

The only mention I’ve seen about SH3 is its supplied for new customers, all other ‘articles’ point out that a renewing customer that already has a SH2 is expected to continue using that , existing BT customer don’t receive a SH3 as there is no reason to replace it , if BT had a speed greater than 1Gb , then the SH3 would be needed , but they currently don’t .

Re: New Contract

kinetic747 — Thu, 15 Oct 2026 18:23:33 GMT

It clearly says "you're eligible for upgrading to smart hub 3 for faster connectivity" in my personalised offers. Are you saying this is a mistake? I think I'll phone them tomorrow to see what they say.

Re: New Contract

chrisjp — Thu, 15 Oct 2026 21:38:39 GMT

BT seems to make a habit of advertising offers which then prove impossible to redeem online. You may well be able to get the SH3 by calling BT, but it'll be dependent on whether you happen to get an agent who knows what he's doing, and not all of them do!