topic Re: EE Hybrid connect will not pair with the EE Smart hub plus in Broadband & Landline

EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Mon, 26 Aug 2024 17:19:34 GMT

It pairs fine with a BT Smarthub 2, but not the EE Smart hub plus.

I reset the hybrid connect and the EE router, but it doesn't resolve anything. The hybrid connect just continuously flashes the aqua colour, and that's it.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

JimM11 — Mon, 26 Aug 2024 17:32:12 GMT

@CeeJayTee Have you tried the network cable connect? Link below from the help.

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

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Mon, 26 Aug 2024 17:32:56 GMT

Yep.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

robh661 — Mon, 26 Aug 2024 18:05:39 GMT

Which hybrid device have you go, because when I switched over from BT, I was allowed to keep the original BT hybrid device.

And after a few startup problems, it finally connected via Ethernet, and when I removed the cable it remained connected to the EE hub wirelessly.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Mon, 26 Aug 2024 18:06:56 GMT

EE Smart hybrid connect.

I didn't have one before.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

JimM11 — Mon, 26 Aug 2024 18:10:48 GMT

@CeeJayTee Does it follow the colour scheme as per the document, solid green, flashing green, flashing aqua then eventually aqua, it's obviously good device as you say it connects fine to the BT Smarthub2 but not to the EE.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Mon, 26 Aug 2024 18:13:03 GMT

It follows those colours with the BT Smarthub 2. It stays on flashing aqua with the EE Smart hub plus.

I left it for several hours, but nope. Very strange that it works OK with the BT router.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

JimM11 — Mon, 26 Aug 2024 18:50:40 GMT

@CeeJayTee You would expect it to be around same time for both to pair up, if it failed to join, with the ethernet removed, and then hybrid switched on, what colour does it go to once settled from power on?

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Mon, 26 Aug 2024 19:01:02 GMT

Just to be clear, it's not pairing whilst connected via an ethernet cable - it fails to set up with the EE router.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

JimM11 — Mon, 26 Aug 2024 19:04:44 GMT

@CeeJayTee Yes i understand what you are saying, so once failed to pair, you would expect it to power up to an unpaired condition, i was wondering if that is what it did, rather than report that it had connected, but just not turned to the steady aqua with the EE.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Tue, 03 Sep 2024 20:40:52 GMT

Got sent a new Hybrid connect, will not pair with the EE router.

I've given up with it and gone back to the Smarthub 2, as it works with that.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

bobpullen — Thu, 05 Sep 2024 15:41:00 GMT

@CeeJayTee - after removing the Hybrid Connect from the SH2 setup, try factory resetting it by holding something into the pinhole for at least 15 seconds. I would expect the starting state to be a green LED before you're likely to have any success with the Smart Hub Plus.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Thu, 05 Sep 2024 17:40:37 GMT

Well, after finally getting my digital voice back, the original hybrid connect won't work properly with my BT Smarthub 2 anymore.

I've lost count at the number of resets I have done, but it runs in to double figures. It pairs with the cable, but about 1 minute after removing the cable, the EE logo starts flashing red.

I give up with all of it. EE and their equipment is junk.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

Peter_W — Fri, 06 Sep 2024 08:16:55 GMT

Hi again @CeeJayTee, I'm really disappointed to hear that you've not had any further success with this.

The flashing red light would usually indicate that you've moved it to far from your main Hub.

Whilst you're absolutely able to move this around to maximise the mobile signal it's receiving, we recommend keeping this in good range of your Hub.

Peter

Re: EE Hybrid connect will not pair with the EE Smart hub plus

CeeJayTee — Fri, 06 Sep 2024 08:55:03 GMT

It's sat about 2 feet away from the smarthub.

RSSI is like -25dB

Re: EE Hybrid connect will not pair with the EE Smart hub plus

Peter_W — Fri, 06 Sep 2024 09:16:25 GMT

Thanks for confirming that @CeeJayTee, I just wanted to be sure.

Something definitely doesn't seem right here, but I'm confident our team will be able to find a solution for you with this.

If you get back in touch they'll be able to look into what options we can look into moving forwards, or alternatively you can also raise this directly with our dedicated complaints team.

They have a dedicated web form on our complaints page, and if you raise this with them they'll review all of the details of your case so far, and make sure we're working towards the best resolution we can.

Peter

Re: EE Hybrid connect will not pair with the EE Smart hub plus

mccltd-1 — Fri, 20 Dec 2024 10:07:37 GMT

Same issue here. Got a hub pro all working but the hybrid unit just flashes green. Tried wired and wireless. tried resetting it, rebooting hub pro but just won't connect.

The app is just as bad as won't allow me to setup the wireless connection that it keeps requesting to do.

Re: EE Hybrid connect will not pair with the EE Smart hub plus

bobpullen — Sat, 21 Dec 2024 11:26:51 GMT

@mccltd-1 - flashing green is its starting state so very odd that it doesn't progress past that. To confirm, you have factory reset the hybrid unit by inserting something into the pinhole at the rear of the device and holding for a good 15 seconds? (with the power on).

Have you tried a different Ethernet cable and made sure that it's running between LAN ports on the two devices? i.e. not plugged into the WAN port on the SH Pro?