EE Hybrid Connect Stops Phone Working

[JKBatCusalmond]

WE HAVE A CHOICE     Good broadband speed with no phone  - v-  Phone working but with slow broadband speed

Seems we have to choose:-    Good broadband speed with no phone  -v-  Phone service with slow broadband speed

We moved from a poor 4mbs BT Broadband to EE Hybrid Service.  We now have a new Smart Hub Plus router with a smaller Hybrid Connect one that is supposed to pick up and link our local 4G signal to the main one.   Our routine speed is now circa 7mbs but this is nowhere near the 20mbs 4G speed available in our area.  EE switched off our landline (copper wire) service so we had to plug our landline phone into the Smart Hub. 

This worked OK.  However, we had to disconnect the phone connection to get  the Hybrid Connect to pick up the 4G signal - this gives us an around 18-21 mbs signal that is ideal for us.  But immediately we reconnect the phone line, the 4G signal cuts out and we are forced back to the 7mbs signal.

Any advice on how to resolve?

[XRaySpeX]

@JKBatCusalmond : The EE Hybrid Connect only comes into play when the BB is down.

[bobpullen]

@JKBatCusalmond - like @XRaySpeX has said, what you're describing is exactly how Smart Hybrid Connect is intended to work.

It is supposed to be relied on as a back up mechanism to preserve Internet Connectivity should your fixed line service develop a fault; it isn't intended to be used as the primary Internet connection. Whilst I'm struggling to find any official help content/documentation to support the fact, your Digital Home Phone service also won't work when in resilience/backup mode.

[JimM11]

@JKBatCusalmond The link explains what works/does not with Hybrid below. You may have to look where your phone is relative to the hybrid, or try a pure analogue phone into the back of the EE router. Plugging into the router should not disturb the Hybrid. Also your post makes no sense speed wise, if you were disconnected from copper to a pure fibre connection.

Fix EE Smart Hybrid Connect Broadband Problems | Help | EE

[JKBatCusalmond]

Isolated Scottish location - no fibre available now or foreseeable future.

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.