Hybrid Connect not working when ethernet cable removed

Woodcraft1
Investigator
Investigator

‎08-12-2024 11:19 AM

Hi, on my second hybrid connect now, I can get it to connect to the pro hub with an ethernet cable but as soon as I unplug it to move it the aqua light starts flashing and loses connection to the main hub, EE customer service has been  no help, any ideas folks? Tia

 

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15 REPLIES 15
JimM11
Brilliant Contributor
Brilliant Contributor
In response to Woodcraft1

‎09-12-2024 09:31 AM

@Woodcraft1 If you wish to report it as earlier, then EE CS with Tech Support, but it looks like you have done it all the correct way, and the other post's were i believe about connecting to the + Router.

Luckybob28
Valued Contributor
Valued Contributor

‎06-01-2025 06:25 PM

We're having the same problem. Hybrid connect worked perfectly for a couple of months. We're now on new Wifi 7 Router. Hybrid ceases to connect to the hub - Ethernet connects perfectly within seconds. I would suggest this is a firmware issue that has been pushed out and has disrupted something. Not sure how you report things like this though - or if they just look at community forums and address pressing problems?

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to Luckybob28

‎06-01-2025 06:32 PM

@Luckybob28 You can go to the HELP above, search for complaints, and fill in the online complaint form, then the issue of your Hybrid to the New Pro router can be addressed, give as much detail as you can. Hope that helps.

XRaySpeX
EE Community Star
EE Community Star
In response to JimM11

‎06-01-2025 10:02 PM

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

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bobpullen
Scholarly Contributor
Scholarly Contributor
In response to XRaySpeX

‎07-01-2025 02:38 PM

@Luckybob28 & @Woodcraft1 - have you tried ignoring the Ethernet cable and pairing using WPS instead?

I would start by removing any Ethernet cables from the Hybrid unit and factory resetting it by inserting something into the reset pinhole at the rear of the device and holding it down for a good 15 seconds or so.

Once reset and back up (will take a few mins), then try pressing the WPS button on the hub for a second or so, and then do the same with the Hybrid Connect unit. Let them do their thing and see if you have any more success versus the Ethernet cable route.

Luckybob28
Valued Contributor
Valued Contributor
In response to bobpullen

‎08-01-2025 11:48 AM

Hi Yes tried this.....tried the reset too. 🤔

 

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