Hybrid Connect Stopped Working

[Malladee]

My Hybrid Connect, which had been working perfectly since last October and always displaying good signal strangth (two 4g bars) has suddenly failed this morning with all three 4G bars flashing red. (which is how it should be according to the CS person I spoke to!). We did all the recommended problem determination stuff but no success so I am getting a new device tomorrow,  I've had a few when I first joined EE but judging from other posts this may be the first of many more. Fingers crossed.

I noticed that the smart hub+ router had been restarted overnight, presumably to update firmware, and is now at r1.35.0-R-1138091-PROD-83002.

The sim in the EE Hybrid box by the way is the one from my BT Hybrid box as it was the only one that has ever worked.

[Malladee]

@JimM11FYI, had a call from TMC to explain that none of the devices I had been sent would ever work because the sims had not been triggered against my EE account following my migrate from BT. They will now delete any reference to Hybrid Connects from my account and I have to send the two I currently have, back.

I will receive a new one which will arrive preconfigured and, when I switch it on, ought to work but if not they will recognise and remotely activate. 🤞 This raises lots of questions about the processes but if it works.....

[JimM11]

@Malladee Hopefully it works, and they are not just blowing you off! When did you change from BT to EE! You just never know, when a unit is always in standby waiting to be called upon to be used, if that is the case, will be worth any new user testing the Hybrid, couple of day's after the BT - EE transition to make sure the Hybrid picks up and works. Keep us posted how it all goes!!!🙄

[Malladee]

@JimM11New HC arrived and configured. Looked great with two solid 4G aqua bars at last (your device has a strong signal) so tested by disabling fibre. Both the bars turned solid white (your device is using mobile data to support your broadband).

That however was the end of the positives. Everything down - Not a single device could connect. I've got a call scheduled with TMC tomorrow pm so will see what they suggest.  Changed from BT to EE last October by the way.

[Malladee]

EE tech support did not call to check new device as promised. I tested the new HC by removing the WAN cable from the router end (I have FTTP) and left this for at least 30 minutes - so while all looked good in terms of status lights, nothing worked. It also takes a while to all reconnect once WAN cable re-attached - presumably to ensure stable connection.

[JimM11]

@Malladee So then the EE Router indicated that the wan connection was gone and it's alleged that in 2-3 minutes, that the router indicates to the Hybrid that OK the Internet Broadband is down, Hybrid do your thing get online and indicate also that you are doing it, so now Router and Hybrid both together. The switch back has been reported 30 mins on a previous post and think you will be correct that it's just waiting to be sure no off/on/off/on with the router to be stable.

When all of this happened and you DO suggest it all looked good, YOUR devices that are all still attached to the EE Router because that is the control what were they showing you, got a connection but NO internet?

That's going to be hard to work out as there is 2 devices in the loop, would try them both together if you can get a 4g mobile signal on the Hybrid, attach an Ethernet cable between Router and Hybrid, repeat the wan test, try to eliminate, and see how that test goes. May rule out wi-fi issue between Router/Hybrid unit.