topic Re: Awful Hybrid Connect in Broadband & Landline

Awful Hybrid Connect

Swordfishradio — Wed, 29 May 2024 06:53:26 GMT

Soooo, currently wasted around 3 hours both on the phone and via the pointless app chat trying to get Hybid Connect up and running.

First device doesn't work (Flashing RED on 4G).

Promised a new one, not been sent. Yet another complaint raised, why I don't know as they shut them with no reason anyway.

I've seen others on here go through at least 3 if these devices before they got one working.

This push across to EE has been quite frankly awful. Hours and hours spent trying to get a service.

If you are currently BT, do yourself a favour, either stay where you are or consider a different provider.

Here's to another few hours battling away for a reasonable service.

Re: Awful Hybrid Connect

JimM11 — Wed, 29 May 2024 08:23:40 GMT

@Swordfishradio You should not have to use the app, link below hopefully will help.

Set up Smart Hybrid Connect | Broadband Help | EE

Re: Awful Hybrid Connect

Swordfishradio — Wed, 29 May 2024 08:29:59 GMT

4G is flashing RED and has been for days. Currently on yet another call (already 40 mins in), trying to get somebody to take ownership and fix it either by sorting out the SIM or replacement.

Re: Awful Hybrid Connect

Swordfishradio — Thu, 30 May 2024 10:30:39 GMT

Amazing, I have been sent another 2, yes 2 new hubs at the same time. 1 of them already doesn't work and Im yet to test the 2nd one.

Do they actually test these things before sending them?

Re: Awful Hybrid Connect

JimM11 — Thu, 30 May 2024 10:34:19 GMT

@Swordfishradio Maybe it's the third time lucky.

Re: Awful Hybrid Connect

Swordfishradio — Thu, 30 May 2024 10:53:56 GMT

Nope, both new devices dont work to the 4G network, constant flashing RED on the 4G indication and my signal around here is strong.

Here to another hour long call to add to the 3 hours already spent on this.

Re: Awful Hybrid Connect

JimM11 — Thu, 30 May 2024 11:16:01 GMT

@Swordfishradio Does it connect to the router, and can you see anything through its web interface with regards to the hybrid? Is this the BT version or the EE version of hybrid system?.

Re: Awful Hybrid Connect

Swordfishradio — Thu, 30 May 2024 11:35:44 GMT

EE version. They all connect to the hub fine, they just never get 4G (Flashing Red) despite a strong 4G signal.

Re: Awful Hybrid Connect

JimM11 — Thu, 30 May 2024 16:04:58 GMT

@Swordfishradio Never been able to work out a strong 4G signal from EE as it's so poor in my area for mobile, so have to use wi-fi calling, does flip to 4g data signal when wi-fi is down but not even sure how good it would be. Think i would be throwing one of the units on an extension cable and plugging the sucker in outside in the garden to see what it does, that's were i go for mobile if wi-fi calling does not want to play.... Best of luck, hope it gets sorted.

Re: Awful Hybrid Connect

Swordfishradio — Thu, 30 May 2024 16:11:01 GMT

They don't think any of the sims are activated so I've been told to leave it powered on the next few days while they look into it.

They seem to be at least trying.

Re: Awful Hybrid Connect

JimM11 — Thu, 30 May 2024 16:18:17 GMT

@Swordfishradio Pity the EE Router hub manager did not show the status, there may be a way to look at it, but not got one so unfortunate can't help you in that way. At least you got some attention now, and loads of hybrids to play with. Poor that tech support could not look at it and tell you day's ago they suspected there was a sim issue.👍

Re: Awful Hybrid Connect

Swordfishradio — Sat, 15 Jun 2024 05:56:09 GMT

Still have no service.

I've been sent yet another Hybrid Connect device bringing the total to 4 now.

EE are appalling and the only saving grace is getting support from BT.

IF YOU ARE CONSIDERING MOVING FROM BT THEN DONT

Re: Awful Hybrid Connect

Swordfishradio — Wed, 26 Jun 2024 05:59:35 GMT

Latest update.

Now on my fourth hybrid device and its still not working.

Promised a call but it never came.

Still plodding away with this one.

At least the hub controls via the app now works.

Re: Awful Hybrid Connect

Swordfishradio — Wed, 26 Jun 2024 12:54:20 GMT

Oh, just for a bonus, hub number 5 is on the way with a promise that this one will work!

We will see.

Re: Awful Hybrid Connect

Swordfishradio — Sat, 29 Jun 2024 10:32:15 GMT

Device number 5 has arrived.

Still not working sadly.

I'm getting quite the collection of these things now.

Re: Awful Hybrid Connect

Swordfishradio — Sun, 30 Jun 2024 13:33:06 GMT

So 5 is not enough, just been told number 6 is on its way.

What a shambles.

Re: Awful Hybrid Connect

Billyboy111 — Sun, 21 Jul 2024 06:45:35 GMT

I have the same problem.. since switching from BT.

my broadband is fine… received all equipment apart from smart hybrid.. eventually got EE to send device… then connected to broadband, no probs, but the deadly 4 g flashing lights.. did all recommendations for signal… then another sent out and same thing… now not even showing device on my app… spent hours getting pushed from pillar to post from EE staff. Really poor as they have no clue… . Stay with BT or whoever you were with

Re: Awful Hybrid Connect

Swordfishradio — Sun, 21 Jul 2024 07:04:52 GMT

Mine got fixed with device number 5.

I would advise pushing it via BT rather than EE if you can. BT Twitter is a good starting point, don't tweet to EE as they tend to ignore tricky questions.

Ask to push things to the Hybrid Connect team if you can. These are the ones who can ensure your connection profile is sorted to match the device.

You have to call them ultimately which I know takes time but this is just the way it goes.

You should get there eventually.

Even the BT guys and gals admit that the cross training on the support systems is slow and this impacts support.

For the nearly 7 hours spent on the phone and the hassle of swapping multiple items of kit......

I was offered £10 credit lol

Good luck and keep pushing.

Re: Awful Hybrid Connect

Billyboy111 — Sun, 21 Jul 2024 07:28:46 GMT

Hi ya,

thanks for reply,

great yours got fixed eventually .

what was the underlying problem with it? Guess it would be same as mine?
appreciate advice as it’s mentally draining dealing with EE.
steve

Re: Awful Hybrid Connect

Swordfishradio — Sun, 21 Jul 2024 08:09:40 GMT

Hi Steve,

It was just pushing to get to a tech in BT who knows how things fit together.

They have different teams for everything and it's getting as I say somebody who can reach out internally within BT to fix it. The worst thing is telling them it doesn't work only to keep getting new ones sent out. You just keep resetting the issue as each new device overrides the last one so you end up playing catchup with the fault.

Push to get a tech who can task the Hybrid Connect team to correctly provision the device. It can take a week or so and fair play they do call you back.

Twitter was my initial starting point BUT via BT.

Good luck.