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Will Hybrid Connect work in this situation?

Rodders23 — Mon, 02 Aug 2021 16:38:18 GMT

I've signed up to Halo 3+ and tried to set up my Hybrid Connect device. Unfortunately there's a problem with it and it's being replaced, but.......... When I was setting it up I only got 1 bar of the mobile signal in the best place in the house. I've since tested the dBm figures and the best I can get in the house is -117 dBm.

I've gone outside and the best signal is -83 dBm on a railway bridge less than a quarter of a mile from the house. However, you can't see my house (or those round about) from the bridge because there's a large industrial unit and the houses are in a hollow surrounded by trees.

Will the Hybrid Connect work effectively in this situation?

Re: Will Hybrid Connect work in this situation?

NeilO — Thu, 05 Aug 2021 10:01:20 GMT

Hi @Rodders23 Welcome to the community and thanks for posting, 1 bar may be sufficient to keep you connected but the speed may not be that quick. When you get your replacement device, I would recommend disconnecting the broadband to test the Hybrid connect service to see if it will be sufficient for your needs.

I've copies some tips below to try and improve the signal but I appreciate that you may have already tried these.

The Hybrid Connect device works best when it’s attached to a Smart Hub with an Ethernet cable. But it can connect to the hub without it. So if you’ve set up Hybrid Connect and your 4G signal isn’t strong enough, it’s time to try moving your device to another location. Your Hybrid Connect device will then connect to your Smart Hub using wi-fi.

Look for a location that’s:

Well ventilated
Raised up from the floor
Away from other electronics
Near a plug and a window
Relatively close to your hub

The lights on the device will tell you when you’ve found a good spot. The central light should turn blue and the 4G signal icon should have as many lit-up bars as possible.

If your 4G signal isn't strong enough, try moving your Hybrid Connect away from your Smart Hub. You're looking for a place where as many of your signal bars light up as possible.

If your central light turns orange, you're starting to move your Hybrid Connect too far from the Smart Hub and may want to move it a bit closer.

If your central light turns red then your Hybrid Connect is definitely too far from your Smart Hub - try another location that's closer.

If your Hybrid Connect can't pick up a 4G signal contact us on 0800800150.

Thanks

Neil

Re: Will Hybrid Connect work in this situation?

Rodders23 — Sat, 07 Aug 2021 13:29:46 GMT

I did as you suggested NeilO. I got 1 white bar on the Hybrid Connect and some broadband service. However, it then rained (tho' whether that is relevant or not I don't know) and I lost my broadband. I checked the HC and it had gone to 1 blue bar. The Smart Hub 2 had gone red.

I reset it (but not a factory reset) and it stayed red. I plugged the broadband back in and reset it again and I got my full broadband back and the Smart Hub2 showing blue.

I've checked the mobile signal again and the best I'm getting is -123 dBm. It's not looking good.

Where do I go from here?

Re: Will Hybrid Connect work in this situation?

NeilO — Sat, 07 Aug 2021 15:23:33 GMT

Hi, @Rodders23 I'm really sorry about that. The Hybrid connect service is handled by a specialist team at the moment, if you call the number on my previous post and ask to speak to the hybrid connect team they'll be able to advise you further.

Thanks
Neil

Re: Will Hybrid Connect work in this situation?

Rodders23 — Sat, 07 Aug 2021 20:49:12 GMT

Thanks, Neil, I'll do that.

Rod