"you are eligible for a hub3..."

[Luggage42]

GG, I appreciate your help. I should have said that the 'see details' was already active in the screen shot. Just to confirm, I could not see any asterix, small print or otherwise stating any reason why the newer hub would not be sent. It was just absent from the final contract listing. I clocked that before signing the contract and it started my investigation which ended up as all this 😄 

[gg30340]

I have notified the moderators of the forum about this.

They do not have account access but they may be able to find out if there is a mistake on the webpage or if the CS staff have not been briefed correctly regarding the issue of the Smarthub 3.

Once they have read this they may be able to help. They will advise you by posting on this thread.

[Luggage42]

Many many thanks Distinguished Sage!

[Colin_London]

It may be this is a website change for a new policy for equipment upgrades which hasn’t been fully implemented yet.

IIRC previous hardware upgrades have fed through to customers renewing contracts after initially only being available to new customers.

But releasing this ‘upgrade eligibility’ on the website without it being able to be fulfilled is I am sure something they will want to fix asap.

[chrisjp]

"But releasing this ‘upgrade eligibility’ on the website without it being able to be fulfilled is I am sure something they will want to fix asap."

BT may well want to fix this glitch ASAP but, on past form, I don't expect them to do so any time soon!

[Luggage42 · Accepted solution]

A final update. The "Executive" Complaints Team came through. They apologised and offered me the hub. Kudos to them for their understanding and help.

It does leave me wondering why the first-line teams exist, as they seem neither empowered nor authorised to do anything meaningful, except waste your time and rile you up.

The Executive Team also promised to get the website reviewed...

As for my original question about getting confirmation of the new router on these plans, I sadly still have no answer. To anyone finding this thread because they're in the same situation, I urge you to escalate your complaint.

Perhaps they will make the website clearer. Perhaps they're trying to catch up with EE's offering of a Wi-Fi 6 router on 900 Mbps plans. They certainly can't keep misleading people.

Many thanks to all of you for your support and comments. 🙂

[Colin_London]

Excellent news. Glad you got this resolved.

BTW SH3 is essentially the same base WiFi 6 router that EE includes as part of its offerings.