This topic

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.