30-12-2024 01:09 PM
Set up our new EE wi-fi before Christmas and all works fine apart from this device. The 4g signal bars constantly flash red which can't be good but it's not one of the options covered in the instruction leaflet. Solid red means the unit is not working supposedly, so does this mean the same thing?
30-12-2024 01:40 PM - edited 30-12-2024 01:40 PM
@MarshfieldSurf according to the Help page it means
Flashing red
Your device cannot connect to your hub. Try connecting with an Ethernet cable or moving it closer.
https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up#article-heading-5
Let us know how you get on.
30-12-2024 01:45 PM
Thanks, but I think you are talking about the central light, not the 4g signal bars. The device is connected to the hub OK and the central light is glowing solid aqua. However the signal bars below are flashing red.....
30-12-2024 01:51 PM
@MarshfieldSurf sorry, I see what you mean noq. Do you have good mobile signal where you are? And does the device have a sim card and if so has it been activated?
Otherwise if you give the Broadband Care Team a call they should be able to help.
30-12-2024 02:55 PM
Thanks. Have tried checking for a SIM card and can't seem to access the slot. Assumed it would have come already inserted? Will try that again later, thanks.
30-12-2024 04:38 PM
@MarshfieldSurf Link to the latest help detail.
https://ee.co.uk/help/broadband/fix-problem/fix-smart-hybrid-connect-broadband-problems
30-12-2024 05:21 PM
In my experience, the signal bars shouldn't flash red whether the unit is paired to the hub or not. They should independently reflect the state of the SIM provision.
@MarshfieldSurf - you should be able to access the SIM tray on the underside of the device. You'll need to stick something in the pinhole to one side to release it. Might be worth taking it out, cleaning it and re-inserting it to see if it helps. Failing that, my money would be on a SIM provisioning issue that would require interation with the Helpdesk to sort.
31-12-2024 12:19 PM
Thanks. Have now managed to get into the SIM tray. Sim card present and correct so I agree, this is probably a job for customer services.... Wish me luck!
31-12-2024 12:20 PM
Interesting, I can't understand why the flashing red signal bars would be about not connecting to the hub when the central light says it is connected to the hub. Plus I have connected with an ethernet cable to be doubly sure.....
31-12-2024 12:24 PM
@MarshfieldSurf Luck wished, and you may well need it, the documents and help on the Hybrid are just a little bit out there explanation wise for LED status etc...