Been sent the same hub

[katie7730]

Hi, I regraded my fibre broadband the other day and the advisor told me I need a new hub in order to process the order. I questioned this because I’ve had the Bt smart hub 2 since 2020 and was on fibre 1 with my digital voice being set up in August so I thought I had the necessary hub already. The advisor insisted I receive a new hub and pay £11.99 delivery charge. Fast forward to today and I’ve received another smart hub 2. Looks exactly the same. So I am confused, is this different to my 2020 Bt smart hub 2? 

[gg30340]

No there is no change. The advisor obviously did not know what he/she was talking about and was no doubt following a script. Contact customer services and request that your account be refunded the postage and ask for a returns bag in order to send it back to BT, that is unless you want to keep it as a spare.

[chrisjp]

I'm afraid that it is all too common for BT advisors to not know what they're talking about. Either BT's training is very poor, or the people they employ as advisors do not possess the necessary intellect for their role, or maybe both.