topic Re: EE Hybrid Connect ongoing issues! in Broadband & Landline

EE Hybrid Connect ongoing issues!

Mattdb92 — Fri, 01 Nov 2024 10:38:17 GMT

Hi all,

so long story short, I have moved from BT to EE in September and the Hybrid connect signal bars were always flashing red.

they have sent me another one this week. Plugged it in and same result still signal bars flashing red.

spoke to them again saying that it’s ridiculous how Iv had hybrid connect for a month now and still not working.

they then spoke to the mobile team and came back and said it won’t work until you return the older equipment!? This baffled me really.

so until the other hybrid connect is returned the new one even connected won’t work either?

am I being fobbed off here???? Not happy as I have been paying for the full service since end of September now!

Re: EE Hybrid Connect ongoing issues!

Mustrum — Fri, 01 Nov 2024 11:06:50 GMT

@Mattdb92 have you followed the instructions and moved it closer and connected it via ethernet cable?

https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems#:~:text=to%20help%20you.-,Flashing%20red%20%2D%20Your%20device%20cannot%20connect%20to%20your%20hub.,help%2C%20so%20get%20in%20touch.

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Fri, 01 Nov 2024 11:21:21 GMT

Yes it is next to the router and connected with Ethernet cable….…. But it won’t work as the other one hasn’t been retuned yet…. 🤷‍♂️😂

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 10:41:48 GMT

So after another phone call with the advisor they have told me that the reason the signal bars are flashing red constantly is because it’s not needed at the moment.

she said if the internet is working the signal bars will flash red because it’s not needing to be connected.

so after 2 months of back and forward to try and get the red flashing lights to stop they are meant to be flashing.

Re: EE Hybrid Connect ongoing issues!

JimM11 — Tue, 12 Nov 2024 19:10:45 GMT

@Mattdb92 What you have been told is totally wrong, Flashing RED bars, means that the 4g signal has not connected to the EE mobile service. You may have a sim issue, or the BT to EE service change scr!wed up the Hybrid account somehow. Think @Mustrum link he sent also had the point to what the lights mean, if not looked at go do it, will also check link for you.

Does the link picture that @Mustrum sent also look like the model you have!

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 19:18:37 GMT

Hi yes it’s the new EE Hybrid connect.

The EE advisor was adamant it’s because the broadband is working. She said it will be flashing red as it’s not being used.

she also wrote notes on the account that it has been resolved because the broadband works and hybrid connect only works when broadband goes down and that’s why it’s flashing red.

Re: EE Hybrid Connect ongoing issues!

JimM11 — Tue, 12 Nov 2024 19:20:17 GMT

@Mattdb92 The old setup instructions.

Set up Smart Hybrid Connect | Broadband Help | EE

And disconnect the wan cable from the EE Router and your Hybrid should connect you after a time period to the internet, that way you have tested, and see if that flashing red stops...

Re: EE Hybrid Connect ongoing issues!

JimM11 — Tue, 12 Nov 2024 19:26:50 GMT

@Mattdb92 Also read this fault link from months ago.

Solved: Awful Hybrid Connect - Page 2 - The EE Community

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 19:31:34 GMT

I knew she was lying I had a feeling. Should be a crime to lie like this to the customers.

How can I make a complaint as the complaint I made over the phone got resolved straight away.

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 19:36:03 GMT

Also,

Im on my 3rd EE Hybrid Connect box now as the first 2 wasn’t working either. Must be a sim issue. But not going to get it fixed if they won’t fix it for me.

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 19:37:51 GMT

I have tried this technique and failed on all 3 boxes.

Re: EE Hybrid Connect ongoing issues!

Mustrum — Tue, 12 Nov 2024 19:48:13 GMT

Does it have a Sim installed in it?

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 19:56:54 GMT

Yes. Even pulled the sim out wiped it and made sure it clicked in fully.

when I pulled the sim out the flashing lights went solid red. Then started flashing again when re inserted.

Re: EE Hybrid Connect ongoing issues!

JimM11 — Tue, 12 Nov 2024 20:57:35 GMT

@Mattdb92 Reach out to the link that i posted to see if that OP has any further input apart from the solution, in awful hybrid connect. just @ with his name, he may reply!

If you pull the wan cable out of the router and the hybrid does not pick up, then is is about as useful as a chocolate teapot. It is hard to get to a specialist in the product range, but they surely cannot all be bad....

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Tue, 12 Nov 2024 21:03:03 GMT

Yes it’s connected wireless to the router. Don’t know what else to do. I have reset it with the tiny button at the back. Taken sim out and put back in and also re paired it to the hub with no luck.

might need another Hybrid Connect which if I do will be my 4th one since I first started the service back in September.

Re: EE Hybrid Connect ongoing issues!

XRaySpeX — Tue, 12 Nov 2024 23:33:34 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Thu, 14 Nov 2024 10:57:53 GMT

Still no luck at the moment.

rang them again and they said they will speak to the broadband team and will get it sorted with 3 working days.

I have heard this multiple times now within the past 2 months.

Re: EE Hybrid Connect ongoing issues!

Peter_W — Thu, 14 Nov 2024 13:31:12 GMT

Thanks for the update on this one @Mattdb92.

I'm confident our team will be doing everything they can to help get this resolved for you, but please keep us posted on how you get on 😊

Peter

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Thu, 14 Nov 2024 13:48:49 GMT

Thanks for the reply.

unfortunately after 2 months of the same conversations and procedures I’m not holding my breath.

Also because having hybrid connect as an add on and that my internet is working anyway it’s not classed as a problem that it isn’t working. Just unfortunate that I’m paying 60 pounds for the whole service and not getting the full service.

Re: EE Hybrid Connect ongoing issues!

Mattdb92 — Wed, 11 Dec 2024 17:34:52 GMT

So having just got off the phone to another advisor they again said the Hybrid connect won’t work as the internet is working.

they aren’t getting the fact that it’s not working as it’s flashing red.

iv waited this length of time for my complaint to go through and they basically trying to make me feel stupid again.

do not get EE broadband guys this is horrific service being charged for a service that isn’t working since September now.