topic Broadband not working in Broadband & Landline

Broadband not working

RachGreens6 — Mon, 06 Jan 2025 18:46:45 GMT

Our broadband went off yesterday afternoon. We’ve got a hybrid connect box but this isnt working either. Any idea how we can get the hybrid box to work while the broadband is fixed?

Thanks

Re: Broadband not working

JimM11 — Mon, 06 Jan 2025 19:18:56 GMT

@RachGreens6 Have you tried any of the help links, below click and see if it is of any use.

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

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

Re: Broadband not working

RachGreens6 — Mon, 06 Jan 2025 19:34:43 GMT

Hi JimM11

Ive tried the suggestions. The box is on aqua but the signal bars are 3 flashing red bars.

Thanks

Re: Broadband not working

JimM11 — Mon, 06 Jan 2025 19:44:42 GMT

@RachGreens6 Then it has been pointed out problem is with the 4g signal, do you have one? Some have suggested pop the sim card out clean and re insert, and question have you ever had it working before?

It's also just not any old sim that goes into the hybrid unit, EE have a special sim that is designed to work as it is just a backup unit, connected but not doing anything until the main BB line goes down. Also link from posting the other day below.

Smart Hybrid Connect -flashing red lights - Page 2 - The EE Community

Re: Broadband not working

XRaySpeX — Mon, 06 Jan 2025 19:53:34 GMT

Have you Check service status having given your post code there on the Network Status Checker and reported your problem via that link?

Re: Broadband not working

RachGreens6 — Mon, 06 Jan 2025 20:09:15 GMT

Thanks both

We’ve taken the sim out and tried re-starting both router and hybrid. The router is purple and theres a service status saying theres problems but not expected to be fixed until 8th.

The hybrid is still aqua but 3 red flashing bars.

Broadband went off about 2pm yesterday and both worked for about an hour this afternoon until they both went down again.

I might have to ring up tomorrow as the EE chat facility doesnt suggest anything.