Unable to get Smarthub working

[cupcup]

I have a new hub with a smarthub as backup.  Everything has been sync'd.  If I check the EE coverage checker, it says 4G has great coverage but the hub only shows 2 bars.

If I disconnect the broadband, on the old BT system, the smarthub took over and it was seamless with no loss of connection.  With the current EE system, if I disconnect the brobadband, one of the hubs goes white for about 30 s and then the main changes colour and the smarthub goes red.  Complete loss of connection.

If I switch off the main hub, the smarthub just starts flashing and never reconnects.  Again, complete loss of connection.

Do I have a faulty smarthub?  It only seems to indicate that it is behaving properly when the main hub is on and the broadband is connected.  If the main hub is off,   I've tried resetting the device - behaviour is exactly the same after a reset.

[Peter_W]

Hey there @cupcup 

Welcome back to the EE Community 😊

I'd hate to think you're struggling to get the most from your connection at the moment, so let's check over a few details and see what we can sort. 

Based on what you've mentioned it sounds like you're using the main Smart Hub alongside our Smart Hybrid connect, which is the 4G backup. 

Is this the exact same equipment you used when you were on BT, or did we send you out the EE branded equivalents when you switched?

Peter

[JimM11]

@cupcup Do not think that you are allowed to have the main EE Router in an off condition, it relies on the broadband down no internet connection to tell the Hybrid to take over and supply the 4g signal and now route it to the EE router. Will copy the Smart Hybrid help to you. will be below when i get the link.

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