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.

[JimM11]

@Malladee Your hub FW that you have posted has been about for ages, so that was not the cause unless you had old before, and now just managed to update to that version, do you have any other device that is operating on the EE 4g wireless system, you could also check if there are any mobile issues with EE in your location with the mobile check service.

Mobile Signal Problems | Mobile Help | EE

[Malladee]

Checked the service status at the time and all fine with the signal in this area. I don't have any EE mobile devices other than the HC so went through the complete setup again. Whether it was new FW or not I'm convinced the restart of the smarthub has done this somehow. I'll try again when new HC arrives. 🤞

[JimM11]

@Malladee Anything is possible with the Hybrid, even the documentation for the help now mentions that Flashing Red on the Bars indicates issue connecting to the hub, just don't get that one but stranger things have happened.. 👍🙄

Also forgot to mention on the EE Smarthub+ confirmed by an OP posting today, last night he got an update to an even newer version of FW, so hopefully your router was not a failed to update! Below is the alleged latest and greatest so you have heads up.

App version: 2.36.4

Firmware version: r2.68.12-R-1270837-PROD-83002

[Malladee]

For info. New box same problem despite moving box by every window in the house. The EE 4G signal here is supposedly excellent indoors but not for my HC. CServs are passing to a tech team. I'm slightly confused by having a 4G uptime figure when the signal strength deisplayed is so weak and confirmed by "No signal" on Hub manager

[JimM11]

@Malladee Picture attached is my 4G coverage checker and it is the biggest load of tosh that should not be even allowed to be published.

[Mod edit: Image rejected due to it containing personal information.]

[JimM11]

@bristolian If you have time could you look at the posting, more on the mobile side where your forte is.

[JimM11]

@Malladee Wi-Fi signal when you get up into the -80db is not the best, personally try to keep within the 60's for a more reasonable strength on the wireless side, but if that was what it was and working before then not sure what is going on, have copied bristolian to have a look see mobile wise and you will see it on the posting.

[Malladee]

re wireless strength, the first HC snapshot was a couple of metres from its "strongest" position as I had been moving it all over the house - in fact I've just noticed it had connected using one of the plus mesh devices. 

Picture below is HC now -  connected to wifi and in the same place as it was when it used to get two bars. Signal strength is very good. The Ofcom site coverage checker describe my EE (and in fact most provider's) 4G signals as "limited" here so perhaps I have been fortunate to have a working signal  in the past and have to accept that its pot luck. My own mobile signal isn't great without wifi calling - on Vodaphone (Lebara).

My old BT HC, by the way, ran for 18 months happily and was called into service once when the local fibre went down so its very good when it works. Thanks for your interest in this Jim, appreciated.

[JimM11]

@Malladee Looking better wi-fi wise, unfortunately 4g mobile is not my forte, was never interested in it so never bothered to get invested in the in's/out's of it, EE pulled the pic attachment i had posted, basically exceptional indoor/outdoor for 4g in my area, and one bar mobile, 4g non existent, if my wi-fi calling did not work i would be stuffed mobile wise, so the area checker for mobile is a lot of dodo, but go a mile towards town no problem, try to use the phone in home forget it.

Hopefully the specialist's see and get back. HTH👍