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!

[Mattdb92]

I have tried this technique and failed on all 3 boxes.

[Mustrum]

Does it have a Sim installed in it?

[Mattdb92]

Yes. Even pulled the sim out wiped it and made sure it clicked in fully. 

when I pulled the sim out the flashing lights went solid red. Then started flashing again when re inserted.

[JimM11]

@Mattdb92 Reach out to the link that i posted to see if that OP has any further input apart from the solution, in awful hybrid connect. just @ with his name, he may reply!

If you pull the wan cable out of the router and the hybrid does not pick up, then is is about as useful as a chocolate teapot. It is hard to get to a specialist in the product range, but they surely cannot all be bad....

[Mattdb92]

Yes it’s connected wireless to the router. Don’t know what else to do. I have reset it with the tiny button at the back. Taken sim out and put back in and also re paired it to the hub with no luck. 

might need another Hybrid Connect which if I do will be my 4th one since I first started the service back in September.

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Mattdb92]

Still no luck at the moment.

rang them again and they said they will speak to the broadband team and will get it sorted with 3 working days. 

I have heard this multiple times now within the past 2 months. 

[Peter_W]

Thanks for the update on this one @Mattdb92.

I'm confident our team will be doing everything they can to help get this resolved for you, but please keep us posted on how you get on 😊

Peter

[Mattdb92]

Thanks for the reply.

unfortunately after 2 months of the same conversations and procedures I’m not holding my breath.

Also because having hybrid connect as an add on and that my internet is working anyway it’s not classed as a problem that it isn’t working. Just unfortunate that I’m paying 60 pounds for the whole service and not getting the full service.

[Mattdb92]

So having just got off the phone to another advisor they again said the Hybrid connect won’t work as the internet is working.

they aren’t getting the fact that it’s not working as it’s flashing red.

iv waited this length of time for my complaint to go through and they basically trying to make me feel stupid again.

do not get EE broadband guys this is horrific service being charged for a service that isn’t working since September now.