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Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 14:40:37 GMT

Hi. Just setup EE 5g smart router after being talked into it by EE rep.

Any ideas where I plug my landline phone in - I can only see 2 ethernet ports. My landline phone is broadband dependent due to the recent BT switch, to internet based phone calls. Thanks.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

Crimliar — Wed, 13 Aug 2025 14:45:46 GMT

You don't! You need to check to see exactly what you've agreed to, because it may be possible that you've been sold an unsuitable service.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 14:48:36 GMT

Jeez, if that is the case, this is ridiculous. I suspected something “fishy.” I was told absolutely nothing about my landline on the call! So I am now left with a landline that I pay BT for, that no longer works? Is that the case!?

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

iniltous — Wed, 13 Aug 2025 14:56:45 GMT

You landline phone stays connected to where it is now

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up

if you are an EE customer, how can you be paying BT for your ‘landline’ ? you need to be clearer about what products you have and who supplies them , ( were you for example a BT customer that has moved to EE ? ) if it’s EE( which seems the most logical if you have EE version of ‘hybrid connect’ ) should your landline type service develop a fault and stop working the 4G mobile broadband hybrid connect takes over your connection until the landline service is restored ‘ the mobile broadband device connects to the router , your phone instrument remains connected to the router , assuming you have IP telephone ( Digital voice )

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

licquorice — Wed, 13 Aug 2025 14:57:55 GMT

The OP appears to have a 5G router rather than a hybrid connect, but could be wrong about that.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 15:15:37 GMT

I was sent the 5G EE Smart Router - not hybrid connect.

The guy on the phone just told me “we want to send you a free gift as you have been with BT for so long.”

I was very suspicious. I asked repeatedly that “nothing will change other than receiving the free gift.” I was re-assured repeatedly, and finally agreed.

I was also re-assured that my long term BT email address would be preserved (critical as I have used it for years.)

It was simply presented as a new faster router, totally free, with no strings attached.

Also it could only have been BT that called me (from South Shields,) as they had all my account details .

Now, I do not have a landline!?

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

licquorice — Wed, 13 Aug 2025 15:13:11 GMT

What, exactly, is the device you have been sent? What broadband service do you have?

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 15:20:25 GMT

It is an EE 5G Smart Hub, and at no point did the caller mention I would lose my landline (that I paid BT for right up until yesterday.)

Up until yesterday I had a reduced price BT broadband and landline package, due to being on Universal Credit.

Now, I do not have a clue what is going on.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

iniltous — Wed, 13 Aug 2025 15:41:57 GMT

So it’s a MiFi device , unrelated to your ‘landline’ and more normally used by someone as a replacement for a ‘landline’ broadband service , where (for example ) , no landline broadband is available or the speeds it could provide are unattractive and a mobile solution offers a better service ) , it’s basically a mobile phone network hotspot that you can connect your computer, tablet etc to , it’s not a replacement for a landline phone service ) so why do you think this has anything to do with your ‘landline’ or expect to be able to plug in a landline type phone ? , I suspect you don’t really appreciate what it is you have actually bought , you could connect your mobile phone (WiFi calling ) but it’s not anything to do with your landline phone service and you can’t easily use it either your landline number , assuming keeping your landline number is important to you

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 15:42:45 GMT

@iniltous If you read my previous posts, you will understand I have bought nothing. I was told I would be sent a “free gift,” and after repeated requests for re-assurance, was told that nothing else would change with my current account, other than receiving a faster router. I would say that losing your landline, is a pretty “giant change” to my existing setup.

Phoning BT now - fingers crossed they will actually answer before they all clock off.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

Crimliar — Wed, 13 Aug 2025 15:44:05 GMT

You need to log onto https://my.bt.com and use the "Your Products" menu. You'll be able to see what you've been signed up for (willingly or not), because it will allow you to "manage" those products, at least to some degree. If what you see on there is not what you believed you'd signed up for, then you'll need to contact BT customer services ASAP on: 0800 783 1401 *That's probably the best number in this instance - my apologies if they direct you elsewhere!

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

iniltous — Wed, 13 Aug 2025 15:44:20 GMT

This makes even less sense , if you have been supplied with a free mobile MiFi device, it has no impact on your existing services , why would you think it does …if it’s free you presumably are happy to keep your landline services as they are and pay the same as you did before this free device was given to you , although it begs the question why would they give you a free device that’s quite valuable that others pay for ?

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

licquorice — Wed, 13 Aug 2025 15:44:38 GMT

You haven't answered the question regarding what broadband service do you have currently. Is it a mobile broadband, copper broadband or full fibre broadband service you currently have.

It seems bizarre to be sent a mobile router out of the blue.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

iniltous — Wed, 13 Aug 2025 15:47:29 GMT

It’s seems odd to me that the OP thinks this EE device has any ‘connection’ with their landline service, hence the original assumption that it was a hybrid connect device , otherwise it’s bizarre that the OP thinks they can plug a landline phone into it

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

licquorice — Wed, 13 Aug 2025 16:04:17 GMT

I'm just struggling to understand it all.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

licquorice — Wed, 13 Aug 2025 16:12:28 GMT

Is this what you have been sent? https://ee.co.uk/broadband/pay-monthly-mobile-broadband-gallery/smart-5g-hub-details

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 16:30:16 GMT

Hi. Yes that is what I was sent. I have been on the phone to BT for some time. Even, lot of the staff were just as confused as myself.

I have determined however:

- It is indeed free, with no extra cost.
- It is not a replacement router suitable for landline use - it is basically just a big/fast personal hotspot using 5G.
- I am still with BT, despite having this device.

What I will do is put the 5G router into bedroom, and plug old router back into living room phone. Thanks for all the replies, that helped narrow things down to a degree. I was getting stressed out, and pretty confused, but now have a clear picture, of what I have been sent.

I have just placed it on window ledge, and it gets download speed of 90 mbps, which is certainly much better than before, for all it matter.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

gg30340 — Wed, 13 Aug 2025 16:35:28 GMT

If it is a 5G mobile router there will be a cost to using it unless EE have said that all the data used is free, which I doubt.

You need to get clarity on that in case you are:

a) in a contract you did not want

b) get hit with a data bill that you did not want.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

BOBO1010 — Wed, 13 Aug 2025 16:42:09 GMT

@gg30340 That is very concerning. Just off phone, was told no costs to me. But yes this is highly suspect.

The BT team member I managed to contact today, told me that I was a on a free unlimited one month trial, but initially had no idea what it meant. By the end of call they said there would be no extra charges to me. I have not seen any documents with regards to cost of data usage. There was absolutely no mention of a free unlimited one month trial, in the initial call that persuaded me to accept their “gift.”

To be honest, I have had enough of this today, and just wished I trusted my initial instinct to reject their supposed “free gift.”

I will set a reminder to phone them back again, I have had enough of this this farce for today.

Re: Just Received EE 5G Smart Hub from BT - Where do I Plug-in Landline?

iniltous — Wed, 13 Aug 2025 16:42:17 GMT

Why would EE supply you ‘for free’ something that usually has a £100 upfront fee and a £45 or £50 month fee for 500Gb or Unlimited data allowance, I’d be very suspicious that this is free at all (they may have waived the £100 equipment fee ) plus asking BT is pointless if this is supplied by EE , surely it’s EE you need to speak to