BT Complete WiFi and Hybrid Connect issues

[bighead85]

 hello, my parents have been put on full fibre to property, with WiFi complete and hybrid connect. Due to the number of devices around home need to connect the hybrid connect box over WiFi which everything says is possible. However as my image the boxes even next to each other have to connect saying it's too far from the hub. Any ideas? Tried repairing and power cycles of both devices. 

The full fibre test in My BT app says 900Mbps. However in property best I can get even directly plugged in ethernet is 250 reliably. WiFi is between 80-450 but not consistent, mostly under 100 even when sat next to the hub. Tried on multiple devices with speed test and fast.com

The hub did a rescan and changed WiFi channel on the 2.4Ghz itself under "smart mode". I am used to more settings and controls however my parents wanted plug and play. What could issues be and why would WiFi be so low compared to ethernet. 

Many thanks for any suggestions, been reading forums but not making progress

[Christopher_G]

Hi @bighead85 

Welcome to the community.

There are some tips for Setting up Hybrid Connect on this help page. 

With regard to the connection speeds and reliability, there are some basic troubleshooting steps on this Fix your BT Broadband connection problems help page.

If you're still having problems with either, I recommend speaking with our technical support team and they'll do their best to get this sorted.

Chris

[bighead85]

Thank you, my parents booked for engineer to come out as just making no sense. Followed all the hybrid connect instructions and why it's orange whilst next to main hub I have no idea. In the app it shows as connected though.

The WiFi speeds are extremely strange, not that many devices connected. Hopefully someone can work it out, almost as if the WiFi simply cannot keep up. However with the package they are on cannot split 2.4 and 5Ghz so will have to see what engineer can figure out. 

[licquorice]

A hybrid connect with FTTP is a complete waste of money. It is useful if you have a flaky copper line but with a stable  full fibre connection it is not necessary.

If you are still within the 14 day cooling off period, I would cancel it.

[Christopher_G]

It does sound a bit strange, @bighead85 

Please come back and let us know what happens with the engineer visit. Fingers crossed they can get to the bottom of it.

Chris

[bighead85 · Accepted solution]

Engineer found all devices connecting to 2.4GHZ. nothing would pick up 5Ghz. His solution was a new hub and problem was resolved.  The hybrid connect still plays up a little but at least it's connecting when next to hub. Indoor signal not great anyway so only 1 bar regardless of where we moved it.

[Leanne_T]

Hi @bighead85 

Thanks for coming back to us with an update and letting us know the new hub has resolved this for you. 

Leanne 🙂