topic Re: Hybrid Connect Stopped Working in Broadband & Landline

Hybrid Connect Stopped Working

Malladee — Thu, 09 Jan 2025 15:48:21 GMT

My Hybrid Connect, which had been working perfectly since last October and always displaying good signal strangth (two 4g bars) has suddenly failed this morning with all three 4G bars flashing red. (which is how it should be according to the CS person I spoke to!). We did all the recommended problem determination stuff but no success so I am getting a new device tomorrow, I've had a few when I first joined EE but judging from other posts this may be the first of many more. Fingers crossed.

I noticed that the smart hub+ router had been restarted overnight, presumably to update firmware, and is now at r1.35.0-R-1138091-PROD-83002.

The sim in the EE Hybrid box by the way is the one from my BT Hybrid box as it was the only one that has ever worked.

Re: Hybrid Connect Stopped Working

JimM11 — Thu, 09 Jan 2025 18:14:33 GMT

@Malladee Your hub FW that you have posted has been about for ages, so that was not the cause unless you had old before, and now just managed to update to that version, do you have any other device that is operating on the EE 4g wireless system, you could also check if there are any mobile issues with EE in your location with the mobile check service.

Mobile Signal Problems | Mobile Help | EE

Re: Hybrid Connect Stopped Working

Malladee — Thu, 09 Jan 2025 19:51:20 GMT

Checked the service status at the time and all fine with the signal in this area. I don't have any EE mobile devices other than the HC so went through the complete setup again. Whether it was new FW or not I'm convinced the restart of the smarthub has done this somehow. I'll try again when new HC arrives. 🤞

Re: Hybrid Connect Stopped Working

JimM11 — Thu, 09 Jan 2025 20:05:42 GMT

@Malladee Anything is possible with the Hybrid, even the documentation for the help now mentions that Flashing Red on the Bars indicates issue connecting to the hub, just don't get that one but stranger things have happened.. 👍🙄

Also forgot to mention on the EE Smarthub+ confirmed by an OP posting today, last night he got an update to an even newer version of FW, so hopefully your router was not a failed to update! Below is the alleged latest and greatest so you have heads up.

App version: 2.36.4

Firmware version: r2.68.12-R-1270837-PROD-83002

Re: Hybrid Connect Stopped Working

Malladee — Fri, 10 Jan 2025 21:31:02 GMT

For info. New box same problem despite moving box by every window in the house. The EE 4G signal here is supposedly excellent indoors but not for my HC. CServs are passing to a tech team. I'm slightly confused by having a 4G uptime figure when the signal strength deisplayed is so weak and confirmed by "No signal" on Hub manager

Re: Hybrid Connect Stopped Working

JimM11 — Sat, 11 Jan 2025 07:59:38 GMT

@Malladee Picture attached is my 4G coverage checker and it is the biggest load of tosh that should not be even allowed to be published.

[Mod edit: Image rejected due to it containing personal information.]

Re: Hybrid Connect Stopped Working

JimM11 — Sat, 11 Jan 2025 08:50:02 GMT

@bristolian If you have time could you look at the posting, more on the mobile side where your forte is.

Re: Hybrid Connect Stopped Working

JimM11 — Sat, 11 Jan 2025 08:51:03 GMT

@Malladee Wi-Fi signal when you get up into the -80db is not the best, personally try to keep within the 60's for a more reasonable strength on the wireless side, but if that was what it was and working before then not sure what is going on, have copied bristolian to have a look see mobile wise and you will see it on the posting.

Re: Hybrid Connect Stopped Working

Malladee — Sat, 11 Jan 2025 16:15:06 GMT

re wireless strength, the first HC snapshot was a couple of metres from its "strongest" position as I had been moving it all over the house - in fact I've just noticed it had connected using one of the plus mesh devices.

Picture below is HC now - connected to wifi and in the same place as it was when it used to get two bars. Signal strength is very good. The Ofcom site coverage checker describe my EE (and in fact most provider's) 4G signals as "limited" here so perhaps I have been fortunate to have a working signal in the past and have to accept that its pot luck. My own mobile signal isn't great without wifi calling - on Vodaphone (Lebara).

My old BT HC, by the way, ran for 18 months happily and was called into service once when the local fibre went down so its very good when it works. Thanks for your interest in this Jim, appreciated.

Re: Hybrid Connect Stopped Working

JimM11 — Sat, 11 Jan 2025 17:43:34 GMT

@Malladee Looking better wi-fi wise, unfortunately 4g mobile is not my forte, was never interested in it so never bothered to get invested in the in's/out's of it, EE pulled the pic attachment i had posted, basically exceptional indoor/outdoor for 4g in my area, and one bar mobile, 4g non existent, if my wi-fi calling did not work i would be stuffed mobile wise, so the area checker for mobile is a lot of dodo, but go a mile towards town no problem, try to use the phone in home forget it.

Hopefully the specialist's see and get back. HTH👍

Re: Hybrid Connect Stopped Working

Malladee — Mon, 13 Jan 2025 20:32:36 GMT

@JimM11FYI, had a call from TMC to explain that none of the devices I had been sent would ever work because the sims had not been triggered against my EE account following my migrate from BT. They will now delete any reference to Hybrid Connects from my account and I have to send the two I currently have, back.

I will receive a new one which will arrive preconfigured and, when I switch it on, ought to work but if not they will recognise and remotely activate. 🤞 This raises lots of questions about the processes but if it works.....

Re: Hybrid Connect Stopped Working

JimM11 — Mon, 13 Jan 2025 20:52:24 GMT

@Malladee Hopefully it works, and they are not just blowing you off! When did you change from BT to EE! You just never know, when a unit is always in standby waiting to be called upon to be used, if that is the case, will be worth any new user testing the Hybrid, couple of day's after the BT - EE transition to make sure the Hybrid picks up and works. Keep us posted how it all goes!!!🙄

Re: Hybrid Connect Stopped Working

Malladee — Thu, 16 Jan 2025 16:55:17 GMT

@JimM11New HC arrived and configured. Looked great with two solid 4G aqua bars at last (your device has a strong signal) so tested by disabling fibre. Both the bars turned solid white (your device is using mobile data to support your broadband).

That however was the end of the positives. Everything down - Not a single device could connect. I've got a call scheduled with TMC tomorrow pm so will see what they suggest. Changed from BT to EE last October by the way.

Re: Hybrid Connect Stopped Working

Malladee — Sat, 18 Jan 2025 09:14:25 GMT

EE tech support did not call to check new device as promised. I tested the new HC by removing the WAN cable from the router end (I have FTTP) and left this for at least 30 minutes - so while all looked good in terms of status lights, nothing worked. It also takes a while to all reconnect once WAN cable re-attached - presumably to ensure stable connection.

Re: Hybrid Connect Stopped Working

JimM11 — Sat, 18 Jan 2025 10:00:19 GMT

@Malladee So then the EE Router indicated that the wan connection was gone and it's alleged that in 2-3 minutes, that the router indicates to the Hybrid that OK the Internet Broadband is down, Hybrid do your thing get online and indicate also that you are doing it, so now Router and Hybrid both together. The switch back has been reported 30 mins on a previous post and think you will be correct that it's just waiting to be sure no off/on/off/on with the router to be stable.

When all of this happened and you DO suggest it all looked good, YOUR devices that are all still attached to the EE Router because that is the control what were they showing you, got a connection but NO internet?

That's going to be hard to work out as there is 2 devices in the loop, would try them both together if you can get a 4g mobile signal on the Hybrid, attach an Ethernet cable between Router and Hybrid, repeat the wan test, try to eliminate, and see how that test goes. May rule out wi-fi issue between Router/Hybrid unit.

Re: Hybrid Connect Stopped Working

Mike_Chr — Mon, 05 May 2025 16:35:42 GMT

Had exactly this problem last night. After several issues getting a Hybrid Connect that would actually connect to the 4G network, which was resolved with a new box supplied a few weeks ago (I migrated from BT to EE DEcember 2024), I though all was going to be good. Hybrid Connect is connected to Router via ethernet, 2bars for 4G signal. At about 2245hrs last night, the broadband failed - Router light went white, Hybrid Connect signal bars went white - all as it should be for "Resilience Mode" according to the documentation. BUT - nothing, not a single device, could get any internet service. The Hub Manager page for the Hybrid Connect shows no resilience event at all. The on,y event I can find logged that seems to be possibly related was at 22:43.nn where eth0 went down followed a few seconds later by eth0 up again. So, not only does the hub technical log not tell me anything useful about what was going on at the time, the kit failed to provide me with Resilience as expected.

Re: Hybrid Connect Stopped Working

Matt_124 — Mon, 05 May 2025 17:10:01 GMT

The Hybrid Connect Terms and Conditions quote a 2 to 3 minute delay time before the 4G service kicks in.

https://ee.co.uk/help/terms-and-conditions/broadband/ee-smart-hybrid-connect

Was this a prolonged loss of service or a 'blip' for a couple of minutes?

Re: Hybrid Connect Stopped Working

JimM11 — Mon, 05 May 2025 17:43:44 GMT

@Mike_Chr Think it's an easy test check also, pull the wan connection and wait it out to see if anything goes, think there are some postings on the Forum with various waits for the connection time, and then when the wan is reconnected you can see when you hit the internet again, speed test would be a good option before/during/after/ and fully up!