I had a very strange conversation yesterday with 5 different CS agents. I took advantage of a Black Friday offer and extended my existing contact that included the smart hub 2. My order confirmation made no mention of the new hub so I contacted BT, first via chat and finally by phone. The first agent said the Smart Hub 2 wasn't compatible with my ADSL connection so I informed them that wasn't true. The second agent said they couldn't find any mention of the new hub on the offer, and told me to phone CS. I then spoke to 3 different agents whereby the third one finally acknowledged that it would work with ADSL but that it would have no benefit over the smart hub one I already have. I told him that I have occasional drop outs and that I was hoping the new hub may be a bit more reliable. He then tried to sell me Halo and whole home WiFi at which point I gave up. FWIW the smart hub 2 is still available to me if I log into my account and look at Black Friday offers.
a new hub is not normally offered for a renewal if existing hub is sufficient for purpose. you are probably better with the HH6/SH1 as you are able to split the networks whereas the SH2 you cannot split the 2.4/5ghz networks which causes problems for some customers
Hi @kinetic747 Is there a chance that you could include a screenshot? If there is simply a picture of a SH2 under the offer then that is purely an illustration of a router and not part of the offer unless it is in writing.
This has come up several times recently. Not only do BT include a pic of a SH2 on their renewal offers, they label it a SH2 & provide a link. But apparently this is just incompetence in re-using the same images as for new customers & they have no intention of supplying one. This is my renewal offer from a couple of weeks back clearly showing a SH2.
The link opens this box:
The notion that it's just for illustration purposes is bizarre.