This topic

Issues connecting Hybrid Connect

TerraNova — Thu, 02 Nov 2023 09:32:53 GMT

I recently renewed my BT contract and took advantage of the offer to include Hybrid Connect.

Following the instructions, I attempted to connect the Hybrid Connect unit to my BT Smart Hub 2 using the app but although the EE symbol was steady blue and I had 2 blue bars on the data lights it reported that it is not connected. Tried different locations etc. to no avail. Apart from using the cable option also tried to see if it would connect via wi-fi.

Contacted BT support and having gone through the various text messages someone called me back. Long story short, it was decided the unit was faulty and therefore a new one was sent. Upon arrival I went through the connection process again but same result. App reports no connection as does the Hub Manager.

Interestingly I noticed on my phone that there was a new wi-fi connection “EE Wi-Fi”. Connected the phone to it and after ticking the box to say I had BT Broadband and entering my BT account details I was connected to the internet! I can do likewise with the PCs.

Rather than going back to BT and no doubt getting another unit I was wondering. Has anyone else having a similar problem and if so, how did you resolve it?

Re: Issues connecting Hybrid Connect

Anonymous — Thu, 02 Nov 2023 09:43:03 GMT

BT/EE WiFi is a public hotspot broadcast from your router. If your Internet connections fails then so will that, so you need to resolve the original issue.

Re: Issues connecting Hybrid Connect

licquorice — Thu, 02 Nov 2023 09:55:28 GMT

I suspect it might be an account issue, i.e the Hybrid facility hasn't been enabled.

Try CS again and suggest that to them. If you don't get anywhere with them post back and we'll see if the mods can help.

Re: Issues connecting Hybrid Connect

TerraNova — Thu, 02 Nov 2023 10:28:41 GMT

Noted - many thanks - will get in touch with BT support.

Re: Issues connecting Hybrid Connect

Eddy856 — Thu, 02 Nov 2023 14:07:07 GMT

I'm having exactly the same problem, theve sent out a new hybrid but still that won't work!!

Let me know if your call to CS works please.

Re: Issues connecting Hybrid Connect

TerraNova — Thu, 02 Nov 2023 17:29:37 GMT

Got through to customer support. They checked as much as they could - found no issues their end - confirmed it's been activated on my account.

Suggested I reboot the smart hub and factory reset the hybrid unit.

Did both and still same problem exists. They did also suggest a factory reset of the Smart Hub 2 but this I will leave to the weekend as I cannot afford to lose the internet (or make the time to reconfigure to my settings) as family members are working from home.

Will update in due course.

Re: Issues connecting Hybrid Connect

SteveE — Fri, 10 Nov 2023 15:54:18 GMT

It was a while back now that I setup my Hybrid Connect but I'm sure it took a few days before it worked. I think it was due to awaiting for the internal sim to be activated.

Re: Issues connecting Hybrid Connect

TerraNova — Wed, 13 Dec 2023 10:20:08 GMT

It's been a while since my last post but here is an update.

Having done factory resets on both my Smart Hub 2 and the Hybrid hub, BT advised they would send another Hybrid Hub which they did. Went through the process again and still not joy.

Spoke again with BT tech who interrogated my network and confirmed that SIM was active, marked correctly on my account and agreed that they could see my hybrid hub but that it was not connecting/pairing with my Smart Hub. They suggested they send a new Smart Hub 2 unit and that the tech team calls me once I had set it up.

This they did and I spent a few hours yesterday setting it up and trying to get the Hybrid Hub to talk to the new Smart Hub - no joy. However, I did get the promised call.

Again everything confirmed set up and active but still they could not understand why the Hybrid Hub was not seen by the Smart Hub. They are referring my case further as for the moment, they acknowledge there is a problem but as yet, they have no solution.

As an aside, the new Smart Hub they sent was set up for Full Fibre networks - it worked but it had a WAN port (used by the full fibre - which I don't have) which was not live for the usual LAN connection. This they were about to resolve by removing the fibre set up remotely.

To there credit, I have received there £20 stay connected promise (whoopee) and they advised that until things are resolved, should I loose broadband connectivity, all my BT mobile devises will switch to unlimited date.

As and when I hear anything further I will update my post.

Re: Issues connecting Hybrid Connect

licquorice — Wed, 13 Dec 2023 11:05:43 GMT

You can simply toggle port 4 between LAN and WAN yourself in the hub manager. Set FTTP mode on or off.

Re: Issues connecting Hybrid Connect

TerraNova — Wed, 13 Dec 2023 12:20:52 GMT

Appreciate the insight - thanks.

Re: Issues connecting Hybrid Connect

ivo — Thu, 04 Jan 2024 20:36:45 GMT

I have same issue. CS could not come up with an anser and have referred me to call Tech Support. I questioned whether or not it was a Firewall issue, but nothing positive came of that. Hybrid has been on for 6 hours now and still not paired, though shows up with a DHCP allocated IP address but does not show up on the ethernet connected devices. It shows on the main page of the Hub - status not connected, but go to teh address table it shows up there with the IP address. Very odd.

Re: Issues connecting Hybrid Connect

TerraNova — Fri, 05 Jan 2024 06:53:53 GMT

This mirrors my situation which has not altered nor have I heard anything back from Tech Support. I have it on diary to chase them later this month and will update the post then - or sooner should I hear from them first.

Re: Issues connecting Hybrid Connect

ivo — Thu, 15 Feb 2024 19:13:29 GMT

i ALSO HAVE THE SAME UNRESOLVED ISSUE. iTS BEEN ON FOR A COUPLE OF WEEKS NOW AND STILL NO PAIRING, though the Hybrid is seen on the settings

Re: Issues connecting Hybrid Connect

TerraNova — Sat, 17 Feb 2024 11:27:33 GMT

Eventually got back to BT Tech Support but they have no further news on why we are having these issues and frankly I am no longer convinced that this is on their list of things to do!

On the basis that I have not paid for this bit of kit (got it when I renewed and my contract cost actually dropped) I am just going to leave it where it is and see if any does happen in the future.

One intriguing thing I have recently noticed is that the Hub Manager shows I have 24 items connected to the Wi-Fi Disc. Intriguing because I don't have one.

Happy days

Re: Issues connecting Hybrid Connect

DKenVelo — Thu, 25 Apr 2024 12:47:02 GMT

My problem was that the BT App went through hybrid connect setup fine but failed when I attempted the test signal. My hybrid connect box was showing all the right colours and a full 3 bar signal. It was connected by ethernet to port 4 (labelled WAN) on my Smart Hub 2 (which was recently replaced by BT). My hub is in a tricky to reach location and I did not notice the WAN designation, I just assumed it was another yellow ethernet port (as I think it was on the previous hub).

As noted in an earlier post on this thread, this is a known problem. On the latest Smart Hub 2 routers the port is setup to accept the full fibre connection from the street and is not a standard ethernet port. The solution to this issue is to use a different port on the hub or, if you are not on full fibre, to turn off Full Fibre Mode which makes port 4 a standard ethernet port. I turned off Full Fibre Mode and the BT App now successful runs the test signal and the setup of hybrid connect completes.

Home/Advanced settings/Broadband is where Full Fibre Mode ON/OFF can be found in Hub Manager

I also tested the approach by disconnecting the Smart Hub 2 from the BT wall socket. My internet went down but after a minute or so the hybrid connect system took over and internet was restored, albeit at slightly less than 30mbps. Switching back after reconnecting to the wall socket took a long time. The documentation suggests 15 minutes, in my case it was more like 25 minutes and trying to speed up the process by using the Connect option in Home/Advanced settings/Broadband did not work. However, it was automatic after 25 minutes, I did not have to do anything.

Re: Issues connecting Hybrid Connect

TerraNova — Thu, 30 May 2024 09:17:24 GMT

When I last posted on this topic I had the Hybrid Connect showing blue bars and a steady blue EE symbol. However, the device was not recognised by my Smart Hub 2 albeit the BT tech team could see it on their systems but needless to say, the device failed to perform it’s role when I disconnected the broadband line for testing purposes.

Well, there has been progress (of a sort).

Within my network I had been using a spare Smart Hub 2 (don’t ask) as a network switch and a wireless extender (with DCHP turned off). It got me wondering if this might be the problem as the Hybrid Connect didn’t know which to connect with..

I therefore removed the latter Smart Hub and replaced it with a Complete wi-fi disc I had but hadn’t bothered to set up.

Low and behold, after doing this the Hybrid Connect appeared in the Hub Manager showing good signal strength and a ready state. The problem was that after all lights showed steady blue for 15 minutes or so, the EE symbol light started flashing red (no connection) but there was no change in what the Hub Manager was showing. Signal strength was still showing good and the bars were blue.

In light of this I factory reset the Hybrid Connect and reinstalled following the guide but the flashing red light remains whilst the device shows in the Hub Manager as READY. I have tried disconnecting the broadband line to see if that prompts it t connect as it should but no luck.

Has anyone had a similar problem with the device showing in the Hub Manager but flashing red and have subsequently resolved the issue?

Re: Issues connecting Hybrid Connect

ivo — Thu, 30 May 2024 09:24:02 GMT

Good point have similar set up so will try it

Re: Issues connecting Hybrid Connect - resolved (??)

TerraNova — Wed, 05 Jun 2024 10:36:51 GMT

After my last post with an update, I noticed yesterday that the blue EE signal had stabilised on the Hybrid Connect and upon checking still appear to be live in the hub manager. Throwing caution to the wind I unplugged the phone line from the SmartHub and after just a minute or two I was able to get online.

Moral of the story seems to be to only have one SmartHub in the loop and be patient.

Hopefully this will be so for others with this issue.

Re: Issues connecting Hybrid Connect

ivo — Fri, 07 Jun 2024 15:33:08 GMT

Despite all previous calls finally found support advisor who told me that the Hybrid was not on my account. New smart hub and hybrid sent to replace kit that did not eork and Hey Presto all now up and working.

Re: Issues connecting Hybrid Connect

Ness1 — Wed, 12 Jun 2024 14:44:50 GMT

i had the same problem - got the router and extra disc to work but not the Hybrid Connect. Engineer came out. Checked SIM etc. All ok. Turns out you need to use a pin or needles and put it into a little hole on the back of the Hybrid Connect which resets it.