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Hybrid Connect - What use is it if you can't use EE kit?

MukeMan
Contributor
Contributor

I've apparently got the EE Works Package with 900mb download and Smart Hybrid Connect.

Due the the level of restrictions on both the WiFi6 and WiFi7 offerings (No VLAN's, Poor WiFi in my house etc) I have had to defer to using my own router, switch and WAP's.

This said, it seems crazy that EE insist on providing me with a full contingent of their kit including router, extenders and a Hybrid-Connect, which is all sat in the boxes and will never be used.

I am particularly angry about the Smart Hybrid-Connect device as I was under the impression it was a backup router that could be used with any hub, wired or wirelessly. Even though there are forum posts saying it can be used as a standalone router, I haven't been able to get anything out of it!

SO what's the point in me being sent all of this kit that I cannot use. Especially in the face of EE insisting they want sustainability and will recycle kit at every opportunity? Plus I guess, I'm clearly paying EE to store their equipment at my place and if the 4G backup cannot be used then can these elements not be removed from my package? Apparently not!

1 SOLUTION

Accepted Solutions
JimM11
Brilliant Contributor
Brilliant Contributor

@MukeMan Guess you did not fancy having a double nat to the EE Pro/Plus router. Once the line is cast and on the hook there is just no letting go, and EE for sure are not going to let you downgrade all that equipment.

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8 REPLIES 8
JimM11
Brilliant Contributor
Brilliant Contributor

@MukeMan You may wish to link the where you seen the can be used standalone on the Forum, for sure that is NOT the case. No EE router connect No Hybrid, they go hand in hand with each other...

You need EE support then you need to put the EE Router back on the line. That is why you have it, make sure it is working, put it all back in the box, keep it all safe, and when they ask for it all back then you send keep every receipt and then no surprise we have taken x amount from your bank because you did not send it all back!

Northerner
EE Community Star
EE Community Star

Hi @MukeMan 

As @JimM11 said you are provided kit which is tested and approved on EE network, however it is basic free kit which for 90% of people is all they need and will require to access EE network. Not everyone is in the same tech space as you.

Thanks 

 




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XRaySpeX
EE Community Star
EE Community Star

Then why order the Full Works plan when you could've done with Essentials?

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

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Chris_B
EE Community Star
EE Community Star

@MukeMan  All that kit comes with that package you ordered.   Would you be complaining if nothing arrived for you to use if you didn’t go out of your way and get your own replacement router.   I think so.  You’re not storing it for EE it’s part of the package you ordered hence why you got sent it.   

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Schockwave
EE Community Star
EE Community Star

@MukeMan , why did you not ask customer service how it would work before deciding on it and now complaining that it is not what you expected?

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
MukeMan
Contributor
Contributor

Thanks for the responses. Allow me to respond back.

I subscribed to the package in good faith that the WiFi would easily cover my home and it didn't. After receiving and returning 3 sets of equipment, the WiFi still didn't cover even 50% the property.  Of specific importance was the guest WiFi, which only works from the master hub and only covered one room (where the router was located, same for the EE WiFi 6 devices and WiFI 7 too). So I worked with EE to return the kit per their guarantee. 

Once you have exhausted the WiFi 6 & WiFi 7 options there is nothing further they can do. At this point I asked to downgrade the package and was told they do not do a Fibre only package (so apparently no "Essentials" available). To get even basic coverage I had to resort to using the TP-Link Omada WiFI access points I had installed on cables throughout the house (7 AP's in total). Now, I would have been more than happy to utilise these devices with the EE routers, but given they don't support VLAN's or any simple networking function really, I couldn't use them. Not a complex ask, but a customer trying to make the service work within their home.

I was always aware that it was a package, which was sold to me on its merits. It didn't work in my case. Fully aware of everything pointed out in your comments (and JimM11 I will try and locate the lik for you, but TBH I may have misread it sorry).

Th e crux of this to me is that I asked for a "fibre only" package and EE said they don't have anything like that. I need EE broadband to get the most out of my EE TV package. Now I'm paying for the service, plus kit and a service I really don't want. Easy to make subjective comment on the situation, but all aspects of the service need to be paid for somehow, and the fact that I can't use any of them is annoying to say the least.

JimM11
Brilliant Contributor
Brilliant Contributor

@MukeMan Guess you did not fancy having a double nat to the EE Pro/Plus router. Once the line is cast and on the hook there is just no letting go, and EE for sure are not going to let you downgrade all that equipment.

Absolutely right Jim! The 14 day cooling off period only lasted for the first 2 sets of equipment delivery!