contract renew misled ?

[mansmors]

My contract with BT ended in December. I received a call from the customer retaining team on 8/12/21. Their offer for a 24 months contract on Fibre 2 plan included: 1. 24.99 pounds per month fee 2. 75 pounds reward card 3. a new Smart Hub 2 router

Following the agreement, I received a form of text message with a link that confirmed the agreement. Unfortunately, I have not received the new router yet.

When I called today the customer service BT department, I was told that I am not getting any router. That is obviously not what I agreed. 

Any advice on what to do next?

[Keith_Beddoe]

@mansmors 

Do you already have a Smart Hub 2?

Did you also request BT Digital Voice?

[mansmors]

Do you already have a Smart Hub 2?

No

Did you also request BT Digital Voice?

No

[Keith_Beddoe]

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@mansmors wrote:

Do you already have a Smart Hub 2?

No

Did you also request BT Digital Voice?

No

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Which BT Home Hub do you have at the moment, as BT do not automatically send out a new home hub unless one is needed, which would be the case if you had requested a phone number with your broadband.

[mansmors]

Smart hub 1

[Keith_Beddoe]

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@mansmors wrote:
Smart hub 1

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There is no real advantage in the Smart Hub 2, as its designed for use with the black BT Complete Wifi disks, and BT Digital voice.

It has the disadvantage in that you cannot separate the 2.4GHz and 5GHz wireless networks, and this can cause issues with smart devices and some Apple devices. This has been giving a number of forum members lots of problems.

It may be that you will eventually receive a Smart Hub 2, and it may just be supply issues at this time of the year.