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PhoenixL
Beginner

on ‎06-04-2022 17h28

1,168 Views
Message 1 of 5

Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

Existing BT customer and have just completed a transfer to Home Essential Fibre Essential. The order has a one off charge for £9.99 - which is for the delivery of a SMART HUB 2, which I already have.

On reviewing the order in my BT account, it seems wasteful to return a SMART HUB 2 that I already have, only for a new one to be delivered and charged for.

Can this charge and delivery be cancelled ... surely they can see I have the right equipment in place and have already moved over to digital voice.

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4 REPLIES 4
imjolly
Distinguished Sage
Distinguished Sage

on ‎06-04-2022 18h01

1,149 Views
Message 2 of 5

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

Phone CS 150 OR 0800800150 from mobile and they should be able to help



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-Richie-
Guru

on ‎06-04-2022 18h26

1,127 Views
Message 3 of 5

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

As an existing customer the system should detect you have a Smart Hub 2 already, are you changing the existing account or trying to open a new account ?

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PhoenixL
Beginner

on ‎06-04-2022 19h55

1,113 Views
Message 4 of 5

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

change the existing account - Fibre 1 to the Home Essentials

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-Richie-
Guru

on ‎07-04-2022 9h41

1,077 Views
Message 5 of 5

Re: Existing BT Customer - transferred to Home Essential Fibre Essential - Already have SMART HUB 2

If it's an existing account, there's no need to have a new Smart Hub 2 sent if you have one, try doing it by phone on 0800 800 150

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