Hybrid Connect not connected

[RunningTurtle]

Hello,

I have a hybrid connect that is plugged to my hub via an ethernet cable, the Hybrid connect has a solid white (at least it looks white) colour. 

But when I connect to my huns home page it says the hybrid connect is disconnected.

I have just moved houses, and EE will set up broadband on the new house only on the 6th of March, so I was counting on the hybrid connect to work until then. It appears it has never worked... and I have been paying for it for no reason.

I also can't connect the EE app with my hub, after 20 something attempts I just gave up.

Is there anything you can suggest? Could it be the Hub?

[JimM11]

@RunningTurtle There are 2 parts of info for the Hybrid connect see the info from help below.

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up

https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems

[RunningTurtle]

HI @JimM11 

Thank you for the links. 

I tried several things, but nothing seems to work. The Hybrid Connect is showing solid white light, which according to EE means it is connected to the Hub, but the hub says the Hybrid Connect is disconnected.

If I unplug the Hub I lose internet connection.

I've tried calling 150, but was directed to rapid and then SMS. Which was not helpful at all. What are my options?

[JimM11]

@RunningTurtle What is the colour off the central light on the Hybrid connect?

[RunningTurtle]

It is solid white.

[JimM11]

@RunningTurtle And it's the same on the EE Hub. I have based this on the EE Smarthub+ so would be better if you now say what you have got, EE/BT wise for equipment supplied. Takes the guessing out. See link below.

What the Lights on Your EE Smart Hub Mean | Broadband Help | EE

[RunningTurtle]

My hybrid connect model is LRDD6391BF-SA

The SmartHub’s model is SH31B (F5394-CP- EE)

At my new home, OpenReach’s appointment isn’t until the 6th of March, the SmartHub is flashing orange (as expected), and the Hybrid Connect is connected to it via an ethernet cable , with 2 blues bars and a solid white central light.

So according to the colours I would expect to have internet, as the Hybrid Connect would be providing 4G. But the smart hub admin page shows the Hybrid Connect “disconnected” and there is no internet.

[JimM11]

@RunningTurtle That is not how i read the link that i sent to you? Do not have a hybrid to test so cannot help that way.

[RunningTurtle]

How did you read it then?