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. 👍

[kinetic747]

So after asking for a Smart Hub 3 and the agent agreeing to send one out, I've just received a Smart Hub 2. It doesn't even look new, so I'm going to phone back again. I was warned on here that they don't send out the Hub 3, but as it clearly said I was eligible when I was renewing my contract, I actually thought they'd honour it. Annoyed doesn't cover it.

[Kimberlin]

@kinetic747  Just buy a decent router and forget the BT one. You can at least then do pretty much whatever you want with it. I appreciate some folks would argue the point about buying their own router because the ISP provides one, but there are many 3rd party routers out there that are so much better.

[kinetic747]

You're probably right but it's the principle. I've spent many hours on the phone to get to this point, and I believe I've been lied to not once but twice.