"you are eligible for a hub3..."

[Luggage42]

I went online to renew. The page has a banner across the top telling me I can have a smart hub 3. The available package offers, when you click on 'more details' immediately say you get an upgrade to SH3. I could really use that wifi6 upgrade, so I followed through to the final purchase page. (one of the Fibre 900's with the mesh-discs). There's no mention of the hub 3. I stop. I call. 2 hours on the phone (not an exaggeration)and I'm told I wont be getting a hub 3 because I have the older hub 2.

Why advertise that I can have the upgrade? Perhaps BT phone folk cant offer the deal? I cant find anything online that confirms it's an online only deal. 

I'm sorry but the AI chat bot is next to useless.

Can anyone confirm if they have recently upgraded online and actually received hub 3.  Is there a BT employee here that confirm the upgrade.  

Nobody likes false advertising and that's a pretty big one 😞 

[gg30340]

Did the page specifically say that you could have a Smarthub 3 if you upgrade or was it a generic page. Was there any small print at the foot of the page?

As far as I am aware you only get a Smarthub 3 if you are either a new customer or you are upgrading to a package that your present hub will not work with. In this case your Smarthub 2 will work with the 900 package so you are not eligible for the Smarthub 3.

If you call BT again tell the that you do want to upgrade but only if the SH3 is part of the deal.

[Luggage42]

Thanks for the reply D-S. I've hopefully attached a shot of the page... You can see the banner across the top and the "See Details" on each package. Even my current basic package is showing the offer.
BT call centre couldn't confirm or offer the same. Very strange. 

At this point i feel lied to and angry about it. 

[WSH]

At those prices they should be throwing in and SH3, mate.

My own offers: 500Mb/s, no Halo, £32.99    900Mb/s, Halo 3, £41.99

I'd haggle for a better price if I were you.  You can always buy a cheap wireless access point for Wi-Fi 6.

[Kimberlin]

I would be horrified if I were paying that much for my monthly broadband. Each to their own though. Do you actually need the Halo add on?

[BhfpkiiL1]

At those prices a gold plated smart hub 3 wouldn't temp me

Before you renewal shop around as you'll get 500mbps for half what you're paying now

Currently plusnet (also BT) is £29.99 for 500mbps 

[gg30340]

@Luggage42 

What does it state when you click on "See Details"?

[Colin_London]

@gg30340 Luggage42 posted the screenshots above. BT have clearly included the SmartHub 3 in the descriptions so have missold if they do not honour what they have promised.