This topic

Equipment delivery

kinetic747 — Wed, 21 Oct 2026 15:08:54 GMT

I've just renewed my contract and my new package includes the Smart Hub 3. I've received my return bag today to return the old hub but I can't see the Smart Hub 3 on my order. There's nothing else to return so I'm assuming the order went through but I can't see it.

Re: Equipment delivery

Katie_J — Wed, 21 Oct 2026 16:53:13 GMT

Hello @kinetic747.

Thanks for coming here.

I'd recommend giving us a call and our customer care team will be able to confirm your new router is on it's way before you return your old one.

Katie

Re: Equipment delivery

kinetic747 — Thu, 22 Oct 2026 12:25:35 GMT

Hi Katie I've not managed to speak to anyone yet. I was in a queue yesterday for 45 minutes and then lost the connection. I'm currently in another 30 minute queue, so hopefully I speak to someone today as I'm due to change over sometime tomorrow. I've had the despatch email for the TV box, but nothing for the new router, so I need to resolve this today.

Re: Equipment delivery

Katie_J — Thu, 22 Oct 2026 13:13:53 GMT

Thanks for getting back to me @kinetic747.

I'm sorry to hear you are experiencing a wait when calling.

Please continue to hold and someone will be with you as soon as they can.

Katie

Re: Equipment delivery

kinetic747 — Thu, 22 Oct 2026 13:21:48 GMT

I've spoken to someone and the router hasn't been despatched. As the order is still open until tomorrow, I have to phone back on Saturday morning so that they can sort it out. 👍