Mistaken demands for router

[eg9194]

I have recently signed up for fibre broadband and ever since, BT have been emailing, demanding the return of my router (which I will need for the fibre) or face a fine! Has any body else had this same problem? 

[Keith_Beddoe]

@eg9194 

Welcome to this user forum for BT Residential phone and broadband customers.

Which BT Home Hub do you have?

Have you asked for a phone service as well?

[eg9194]

Smart hub

[Keith_Beddoe]

Is it the BT Smart Hub 2, as that is the latest one?

https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub

Have you asked for a phone service?

[eg9194]

Yes it is the new router and we have not asked for a phone service as well.

[Keith_Beddoe]

The standard issue is now the BT Smart Hub 2, so its possible your existing home hub is incompatible.

Your service may be provided as FTTP (full fibre), and will need the new hub.