topic Re: Smart Hybrid Connect -flashing red lights in Broadband & Landline

Smart Hybrid Connect -flashing red lights

MarshfieldSurf — Mon, 30 Dec 2024 13:09:09 GMT

Set up our new EE wi-fi before Christmas and all works fine apart from this device. The 4g signal bars constantly flash red which can't be good but it's not one of the options covered in the instruction leaflet. Solid red means the unit is not working supposedly, so does this mean the same thing?

Re: Smart Hybrid Connect -flashing red lights

Mustrum — Mon, 30 Dec 2024 13:40:34 GMT

@MarshfieldSurf according to the Help page it means

Flashing red
Your device cannot connect to your hub. Try connecting with an Ethernet cable or moving it closer.

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up#article-heading-5

Let us know how you get on.

Re: Smart Hybrid Connect -flashing red lights

MarshfieldSurf — Mon, 30 Dec 2024 13:45:46 GMT

Thanks, but I think you are talking about the central light, not the 4g signal bars. The device is connected to the hub OK and the central light is glowing solid aqua. However the signal bars below are flashing red.....

Re: Smart Hybrid Connect -flashing red lights

Mustrum — Mon, 30 Dec 2024 13:51:36 GMT

@MarshfieldSurf sorry, I see what you mean noq. Do you have good mobile signal where you are? And does the device have a sim card and if so has it been activated?

Otherwise if you give the Broadband Care Team a call they should be able to help.

Re: Smart Hybrid Connect -flashing red lights

MarshfieldSurf — Mon, 30 Dec 2024 14:55:32 GMT

Thanks. Have tried checking for a SIM card and can't seem to access the slot. Assumed it would have come already inserted? Will try that again later, thanks.

Re: Smart Hybrid Connect -flashing red lights

JimM11 — Mon, 30 Dec 2024 16:38:32 GMT

@MarshfieldSurf Link to the latest help detail.

https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems

4G signal bars

Flashing aqua or blue - Your device is connecting to the mobile network.
Full aqua or blue - Your device has a strong signal. 2 or 3 bars are good.
1 aqua or blue bar - 1 bar is okay, but you may be able to improve your signal. Try using the EE app to help you.
Full white - Your device is using mobile data to support your broadband. 2 or 3 bars are good.
One white bar - 1 bar is okay, but you may be able to improve your signal. Try using the EE app to help you.
Flashing red - Your device cannot connect to your hub.
Try connecting the device and hub by ethernet cable or move the device closer to the hub.
Full red - There's a problem with your device. We'd like to help, so get in touch.

Re: Smart Hybrid Connect -flashing red lights

bobpullen — Mon, 30 Dec 2024 17:21:12 GMT

In my experience, the signal bars shouldn't flash red whether the unit is paired to the hub or not. They should independently reflect the state of the SIM provision.

@MarshfieldSurf - you should be able to access the SIM tray on the underside of the device. You'll need to stick something in the pinhole to one side to release it. Might be worth taking it out, cleaning it and re-inserting it to see if it helps. Failing that, my money would be on a SIM provisioning issue that would require interation with the Helpdesk to sort.

Re: Smart Hybrid Connect -flashing red lights

MarshfieldSurf — Tue, 31 Dec 2024 12:19:24 GMT

Thanks. Have now managed to get into the SIM tray. Sim card present and correct so I agree, this is probably a job for customer services.... Wish me luck!

Re: Smart Hybrid Connect -flashing red lights

MarshfieldSurf — Tue, 31 Dec 2024 12:20:54 GMT

Interesting, I can't understand why the flashing red signal bars would be about not connecting to the hub when the central light says it is connected to the hub. Plus I have connected with an ethernet cable to be doubly sure.....

Re: Smart Hybrid Connect -flashing red lights

JimM11 — Tue, 31 Dec 2024 12:24:22 GMT

@MarshfieldSurf Luck wished, and you may well need it, the documents and help on the Hybrid are just a little bit out there explanation wise for LED status etc...

Re: Smart Hybrid Connect -flashing red lights

WillKirk — Tue, 31 Dec 2024 12:43:26 GMT

In regard to Hybrid Connect, these are locked down by SIM information specifically. In other words it doesn’t matter what unit you have, if your SIM hasn’t been registered by and provided by EE/BT to work specifically for the Hybrid Connect it won’t work. A PAYG SIM for example bought from a supermarket queue will not work.

Flashing red for the 4G lights usually means unrecognised SIM/Network. An authorised SIM, specifically provided by EE/BT for that purpose, for you, must be used and they do not send these out separately. They only send them out inside the units. I trialled for the Hybrid Connect before its release and I had a lovely time trying to get them to reconnect me again when they accidentally cut me off.

Every Hybrid Connect is provided to the customer with SIM already in place. If it didn’t have one, or the one in it is blocked/inactive by EE as you were not the original customer, it will not work.

As I said about the lights, this is indicative of missing or incorrect or inactive SIM - again, not ‘inactive SIM’ but inactive as a Hybrid Connect data SIM registered on their system. It’s how they control who can have one, based on who is paying for it.

Re: Smart Hybrid Connect -flashing red lights

MimB — Thu, 02 Jan 2025 20:56:07 GMT

this has been really helpful. Tried all day yesterday to set it up - unhelpfully BT changed the package over on New Years Day! I was getting three solid red bars but having read this I located the SIM card and pushed it in and now have one aqua bar. Not perfect but at least better than not at all!

Can I increase it in anyway by connecting the BT hub I already have? ( I was sent the hybrid EE hub with an extra BT disc - this is now connected to the BT hub with an ethernet cable)

Re: Smart Hybrid Connect -flashing red lights

JimM11 — Thu, 02 Jan 2025 22:54:47 GMT

@MimB You just have to move the hybrid to a place where it can pick up a better 4g signal but also be able to get to the router wireless signal, try it near a window etc, or use your phone about the property to see where it gets a good signal.

Re: Smart Hybrid Connect -flashing red lights

MimB — Thu, 02 Jan 2025 23:02:32 GMT

thanks Jim