Equipment delivery

[kinetic747]

I've just renewed my contract and my new package includes the Smart Hub 3. I've received my return bag today to return the old hub but I can't see the Smart Hub 3 on my order. There's nothing else to return so I'm assuming the order went through but I can't see it.

[Katie_J · Accepted solution]

Hello @kinetic747. 

Thanks for coming here. 

I'd recommend giving us a call and our customer care team will be able to confirm your new router is on it's way before you return your old one. 

Katie

[kinetic747]

Hi Katie I've not managed to speak to anyone yet. I was in a queue yesterday for 45 minutes and then lost the connection. I'm currently in another 30 minute queue, so hopefully I speak to someone today as I'm due to change over sometime tomorrow. I've had the despatch email for the TV box, but nothing for the new router, so I need to resolve this today.

[Katie_J]

Thanks for getting back to me @kinetic747. 

I'm sorry to hear you are experiencing a wait when calling. 

Please continue to hold and someone will be with you as soon as they can. 

Katie

[kinetic747]

I've spoken to someone and the router hasn't been despatched. As the order is still open until tomorrow, I have to phone back on Saturday morning so that they can sort it out. 👍

[HHGTTG]

Surely there's no hurry to return 'old' equipment is there? Just wait until your new hub arrives and is set up and working before returning anything. That's what I would do but hey! what do I know?
The only hub i have got sent by BT is their old Home Hub 3. Since then I have bought my own hubs from either Amazon or ebay so they belong to me. The HH3 is still in a cupboard somewhere.

[kinetic747]

Yes I've spoken to them again just now and doing exactly that. 👍