Reluctant to send a Smart Hybrid Connect

[kernowman]

When I ordered my four works fibre 36 broadband from EE, I transferred from BT. I was informed to send back all relevant BT equipment.
I received equipment from EE and assumed that I had everything I required. Subsequently, I noted that I never received a smart hybrid connect unit. Needless to say I had one which was BT, but as instructed, this was sent back in The bag provided.

I have spent at least an hour on the phone speaking with the relevant people on Saturday last week, I was assured that a box would come, as well as they were going to send me another smart Wi-Fi unit, which has arrived.

However. There is no reference to when the smart hybrid connect unit is to arrive.

This evening 10th of June, I spoke to another EE representative from the correct department and once again put on hold and after at least one hour listening to the same repetitive music, I hung up.

I am very disappointed, and I will be raising a official complaint, as this is not acceptable.

My broadband package once again to remind EE is the full works fibre 36, Which includes a smart hybrid connect please get one sent!

[XRaySpeX]

This user discussion group does not send out kit. However I do confirm that Full Works plans do include Smart Hybrid Connect. You need to keep on at CS.

[Mustrum]

@kernowman   this is not customer services, and no one on here has account access or knows who you are.

The contact information available from the Help pages:

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[kernowman]

Thanks for that. I did indeed get to CS, but even then, it involved quite lengthy waits on the line.

It would appear that they will be sending me a BT badged Smart Hybrid and in fact, according to EE, that was the only unit I was not supposed to send back to them.

I queried the fact that EE do in fact make their own badged Smart Hybrid, and was informed that there is very little difference.

Should I have insisted on a EE Smart Hybrid unit I wonder?

Thanks for your help.

[kernowman]

Adding further to my own reply, it would appear that the BT Smart Hybrid only works with a BT Home Hub, so the plot thickens!

I can't understand the reluctance to send out an EE Smart Hybrid - they do make them I believe. Must be in short supply.

[kernowman]

Replying to my own email again.

After quite a while waiting of the phone, being passed to at least three EE reps, It would appear that I am to be sent an EE badged Hybrid Connect.

Apparently, I was not expected to return the BT Hybrid Connect box, but I followed instructions to return ALL units to EE.

Customer service has been fairly poor in my view, and I still never actually got to know why they cancelled the unit almost immediately on the previous VOL number.

So, the solution is near - Should have the equipment by Wed.

[Leanne_T]

Hi @kernowman 

Thanks for keeping us updated and I am sorry you had this experience. 

Please let us know how you get on after you receive the equipment. 

Leanne.

[kernowman]

Hi Leanne,

I was about to make a complaint, but one rep passed me onto a host of other agents. Finally, it was agreed that a EE badged Hybrid connect was sent and has been received and installed. The 4G strength at my property is only 1 bar, and it makes no difference as to where I locate the unit around the house. This is the same as the previous BT box, which was returned.

I note that some people have installed small 4G sma antenna's with mixed success.

Is there anyway of monitoring the amount of usage/connection times that this unit is actually used? 

The most problematic appliance for connectivity is the Sky Q box, and I note that EE lay the fault with Sky and Sky with EE. All I know is that when I had a BT router, the Sky Q box never lost contact once over a number of years!

I read somewhere that the Hybrid connect will not connect to a Sky Q, probably due to the amount of data transmitted via 4G, but that said, surely the unit will not be connected long?

Now I have moved around the various boxes within the house, to see if it will improve connection, although the signal is strong all over, but to date, outages have been noticeably less, if fact for the past 3 to 4 days, no drop outs!

So, I guess I will not know if and when the Hybrid Connect unit actually connects unless there is a small pause in service between switch over, although I would have hoped this to be seamless.

So there we are, unit received and installed.

[Peter_W]

Hi @kernowman. 

With the Smart Hybrid Connect, the light on the front of your main Hub will switch to white or purple when the connection switches over to it, and the signal lights on the Smart Hybrid Connect will switch from Aqua to White.

Are you noticing regular drop outs here?

We do recommend in our device guide for this that IP based TV channels won't work over the 4G connection, but I can't say 100% if it would affect your TV box connecting for other functions.

Peter

[JimM11]

@kernowman The fix and operation for sky Q is posted way back Jan sometime with an OP getting it all done! See if the link is off any use! You will know when the Main BB is down as it takes minutes for the Hybrid to pick it all up. You can test it all when you have it all setup by pulling the WAN connection out on the EE Router.

Solved: Sky Q and EE app issues - The EE Community

All about the Hybrid linked 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