Moving home, why are you sending me a new router?

[SteffoJ]

I've submitted to move home, and realised now that you're sending me a Smart Hub 2 and want the current Smart Hub. I don't see the need for that to happen when I've only got 6 months left on this contract. It's wasteful. Is there a way to cancel to router replacement?

[Keith_Beddoe]

@SteffoJ 

If you are moving house, then its almost certain that any phone service you want, will be provided using BT Digital Voice, and not over copper or fibre. This only works with the Smart Hub 2.

https://community.bt.com/t5/Home-phone-including-Digital/BT-Digital-Voice-a-better-way-to-keep-in-to...

Digital Voice FAQ’s

• Do I have to take up the Digital voice service when I regrade my contract when DV is available to me? 

Generally, yes you will need to move to Digital Voice when you regrade your service.

[iniltous]

AFAIK, if you are moving home , and to avoid ETC or because you are happy to continue with your current provider you ‘take’ that providers service to the new address , that would normally start a new minimum term , having 6 months left of the minimum at your current address is irrelevant in these circumstances 

[-Richie-]

You can take the services with you under the same terms, which you stated is 6 months remaining but when you raised the home move order you renewed the line element for 12 months, if you did this online you would of been informed of it.

[SteffoJ · Accepted solution]

You all had me worried about missing something about a new term while sorting the home move, so I gave the home move team a call. It's because I'm moving from FTTC property to an FTTP property and the first Smart Hub isn't compatible.

Quite impressed with how quickly the phone was picked up and how quickly the chap on the phone ran through the situation.

[Keith_Beddoe]

If you have requested a phone service, then that will be delivered using BT Digital Voice.