EE Hybrid Connect ongoing issues!

[Mattdb92]

Hi all,

so long story short, I have moved from BT to EE in September and the Hybrid connect signal bars were always flashing red.

they have sent me another one this week. Plugged it in and same result still signal bars flashing red.

spoke to them again saying that it’s ridiculous how Iv had hybrid connect for a month now and still not working.

they then spoke to the mobile team and came back and said it won’t work until you return the older equipment!? This baffled me really. 

so until the other hybrid connect is returned the new one even connected won’t work either?

am I being fobbed off here???? Not happy as I have been paying for the full service since end of September now!

[Mustrum]

@Mattdb92  have you followed the instructions and moved it closer and connected it via ethernet cable?

https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems#:~:text=to%2... 

[Mattdb92]

Yes it is next to the router and connected with Ethernet cable….…. But it won’t work as the other one hasn’t been retuned yet…. 🤷‍♂️😂

[Mattdb92]

So after another phone call with the advisor they have told me that the reason the signal bars are flashing red constantly is because it’s not needed at the moment.

she said if the internet is working the signal bars will flash red because it’s not needing to be connected. 

so after 2 months of back and forward to try and get the red flashing lights to stop they are meant to be flashing.

[JimM11]

@Mattdb92 What you have been told is totally wrong, Flashing RED bars, means that the 4g signal has not connected to the EE mobile service. You may have a sim issue, or the BT to EE service change scr!wed up the Hybrid account somehow. Think @Mustrum link he sent also had the point to what the lights mean, if not looked at go do it, will also check link for you. 

Does the link picture that @Mustrum sent also look like the model you have!

[Mattdb92]

Hi yes it’s the new EE Hybrid connect.

The EE advisor was adamant it’s because the broadband is working. She said it will be flashing red as it’s not being used.

she also wrote notes on the account that it has been resolved because the broadband works and hybrid connect only works when broadband goes down and that’s why it’s flashing red.

[JimM11]

@Mattdb92 The old setup instructions.

Set up Smart Hybrid Connect | Broadband Help | EE

And disconnect the wan cable from the EE Router and your Hybrid should connect you after a time period to the internet, that way you have tested, and see if that flashing red stops...

[JimM11]

@Mattdb92 Also read this fault link from months ago.

Solved: Awful Hybrid Connect - Page 2 - The EE Community

[Mattdb92]

I knew she was lying I had a feeling. Should be a crime to lie like this to the customers.

 How can I make a complaint as the complaint I made over the phone got resolved straight away.

[Mattdb92]

Also,

Im on my 3rd EE Hybrid Connect box now as the first 2 wasn’t working either. Must be a sim issue. But not going to get it fixed if they won’t fix it for me.