Faulty Hybrid device wont power up

SeanyW · ‎12-03-2025

Just upgraded from BT to EE but the Hybrid Connect device will not power up and has no lights

Maybe power pack or device

called EE but only option seems to be raise a fault whixh is tested by a bot and comes back Ok

How do I speak to a human to swap out faulty unit?

XRaySpeX · ‎12-03-2025

@SeanyW : You need to raise this with CS. Text GUIDE to 66033 & they'll call you back.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

View solution in original post

XRaySpeX · ‎12-03-2025

@SeanyW : You need to raise this with CS. Text GUIDE to 66033 & they'll call you back.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

SeanyW · ‎12-03-2025

Tried that but when I request tech support it sends me a text message bot to check my line

No options to speak to a human or report/replace the device which was dead on arrival

Matt_124 · ‎12-03-2025

After giving it time to run the line check it usually then gives the option to reply with GUIDE once it has concluded.