Our kit now comes from BT and EE, because we’re part of the same family

15 July 2023

​In May we let you know about our customers being sent Complete Wi-Fi devices which could be branded BT or EE. We’re taking the same approach with Smart Hub 2 devices.

We’re taking the same approach with Smart Hub 2 devices

From 24 July, customers taking BT Broadband will start to receive either a BT branded, or EE branded Smart Hub 2.

The product and technology are identical

Customers can set up the device in exactly the same way (e.g. using the My BT app and following the instructions), meaning they’ll get our smartest hub to deliver fast speeds throughout their home.

On the EE versions, there’ll be a signage on the box, to inform the customer of why they’ve received an EE version.

Speaking to customers about this change

If you’re talking to a customer who’s interested in broadband, please let them know that they could receive either a BT or EE branded device and assure them that it’ll work in the same way.

In the future, we’ll review whether we need to make changes to our order confirmation and despatch comms, so our customers are well informed and to minimise confusion.

What will the Smart Hub 2 box look like?

From 24 July, when customers receive their Smart Hub 2, it’ll have this sticker on the box to let them know.

The setup guide has been updated and points customers to download the My BT app. Here’s the front cover of the guide:

And here are what the setup instructions inside the guide look like:

BT Customers will also see the following contact details on the help section of the app:

And finally, here are the two Smart Hub 2’s.

If you have any questions, please speak to your Leaders.