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. 👍

Re: Equipment delivery

HHGTTG — Fri, 23 Oct 2026 07:50:40 GMT

Surely there's no hurry to return 'old' equipment is there? Just wait until your new hub arrives and is set up and working before returning anything. That's what I would do but hey! what do I know?
The only hub i have got sent by BT is their old Home Hub 3. Since then I have bought my own hubs from either Amazon or ebay so they belong to me. The HH3 is still in a cupboard somewhere.

Re: Equipment delivery

kinetic747 — Fri, 23 Oct 2026 14:32:48 GMT

Yes I've spoken to them again just now and doing exactly that. 👍

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 13:05:04 GMT

So after asking for a Smart Hub 3 and the agent agreeing to send one out, I've just received a Smart Hub 2. It doesn't even look new, so I'm going to phone back again. I was warned on here that they don't send out the Hub 3, but as it clearly said I was eligible when I was renewing my contract, I actually thought they'd honour it. Annoyed doesn't cover it.

Re: Equipment delivery

Kimberlin — Tue, 27 Oct 2026 13:18:49 GMT

@kinetic747 Just buy a decent router and forget the BT one. You can at least then do pretty much whatever you want with it. I appreciate some folks would argue the point about buying their own router because the ISP provides one, but there are many 3rd party routers out there that are so much better.

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 13:54:55 GMT

You're probably right but it's the principle. I've spent many hours on the phone to get to this point, and I believe I've been lied to not once but twice.

Re: Equipment delivery

BhfpkiiL1 — Tue, 27 Oct 2026 14:09:43 GMT

Love Katie's pathetic response to

" continue to hold" like it's optional

Agents will literally say anything to get a sale so unless it's confirmed in an email you'll find the phone call promising you everything didn't exist

Get back in that eternal que endure the horrific on hold "music " and demand written confirmation or walk away on principle

Re: Equipment delivery

Kimberlin — Tue, 27 Oct 2026 14:10:02 GMT

@kinetic747 Unfortunately, the call centre staff you have already spoken to, will have forgotten you the moment the call was ended. They will have spoken to hundreds of other customers by now. They’re under pressure to answer as many calls as possible and to end those calls as quickly as possible.

I doubt you’ve been purposely lied to, probably some call centre staff don’t have much of a clue anyway about either the product they’re flogging or how it works. Telling you you’ll get a particular router when in fact you won’t, will just be borne out of ignorance or even a way of getting you off the line (I suspect).

Anyway, I hope you eventually sort it out whatever you do 👍

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 14:22:54 GMT

The conversation I had with the agent revolved around the hub 3, so yes I believe I was lied to as he ensured me that was what I'd receive. I suppose the problem could be post that conversation, but it certainly feels like I was deceived. In fact I was told not to connect up my TV box until the hub 3 arrived, this was last Friday.

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 14:27:08 GMT

Well here we go again, another 45 minute wait to speak to someone if I'm lucky.

Re: Equipment delivery

HHGTTG — Tue, 27 Oct 2026 14:36:32 GMT

Me too. Just received bill and found I am being charged for two calling plans after 'upgrade' to FTTP and Digital Voice on 12th October. Patience is a virtue.

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 14:39:09 GMT

BT need to drop the "you're eligible for the new Smart Hub 3" when looking at upgrading if they have no intention of supplying it.

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 15:00:15 GMT

Re: Equipment delivery

kinetic747 — Tue, 27 Oct 2026 15:27:53 GMT

Finally, after emailing the above screenshot to CS, they're sending out the Smart Hub 3.

Re: Equipment delivery

kinetic747 — Wed, 28 Oct 2026 09:59:14 GMT

I've got the despatch email now which specifically states Smart Hub 3, so it looks like my persistence has paid off. I'm hoping for better WiFi performance especially as I'm on 900 FTTP.

Re: Equipment delivery

chrisjp — Wed, 28 Oct 2026 10:52:44 GMT

It really is a bit much that BT has had to be sent a screenshot of their own web offer before being forced to live up to their promise of providing a SH3.
This was not just a sales agent being overenthusiastic or ignorant. It was probably BT's incompetance (the LH of BT not knowing what the RH is doing) or possibly (and reprehensibly) a downright shady marketing practice.