Awful Hybrid Connect

[Swordfishradio]

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.

[JimM11]

@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.👍

[Swordfishradio]

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

[Swordfishradio]

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.

[Swordfishradio]

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

We will see.

[Swordfishradio]

Device number 5 has arrived.

Still not working sadly.

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

[Swordfishradio]

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

What a shambles.

[Billyboy111]

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

[Swordfishradio]

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.

[Billyboy111]

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

[Swordfishradio · Accepted solution]

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.