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

[CeeJayTee]

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.

[CeeJayTee]

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.

[bobpullen]

@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.

[CeeJayTee]

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.

[Peter_W]

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

[CeeJayTee]

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

RSSI is like -25dB

[Peter_W]

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

[mccltd-1]

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.

[bobpullen]

@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?