Upgrading contract

[Juggler61]

Hi I’ve been assured by a “ guide” that Bt will provide me with a wifi6 router replacing my smart hub 2 - as I take out with bt a new 24 month 500 mps contract -this is exactly what I asked for -

will it happen ?

[licquorice · Accepted solution]

BT don't have a WiFi 6 router, EE do however. 

[Juggler61]

Yep I know but bt told me today they would send a Wi-Fi 6 router replacing my smart hub - I reconfirmed it verbally several times -
I’ve just now had a notice saying smart hub on its way - if that is what arrives - it’s 100% not what I was told

[Leanne_T]

Hi @Juggler61 

Thanks for coming to the community. 

If you would like to discuss what has been ordered and advised on the call, please get back in touch with our broadband tech guides and they can get everything looked into for you.

Leanne.

[Juggler61]

Yep they sent the wrong router - calling the excellent service team and being left on hold …

[licquorice]

What a surprise!

[Anonymous]

Next week in MyBT:

Choose from one of our exclusive offers, specially tailored to you. Unnecessarily renew your broadband contract & you can choose from either:

• New lamps for old
• Five magic beans
• A suit of the finest invisible thread

[Juggler61]

Invisible clothes - only available from EE 

[Juggler61]

Yep - now I have to move to Ee but have a battery back - living in poor mobile signal area -up supplied by bt - that EE won’t accept - even though it’s labelled” bt and ee “

nether company support it anymore -but it’s important for emergency calls following power outs which aren’t uncommon here - 

anyway thanks off comm for removing any obligation for emergency call capability provision 

[gg30340]

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@Juggler61wrote:

Yep they sent the wrong router - calling the excellent service team and being left on hold …

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It could be argued that BT sent you the correct router.

It was the service rep that was wrong by saying you would get a BT wifi 6 router when BT do not supply one.

Raise a complaint or buy an EE router from ebay for about £30.