Welcome to the BT Community and thank you for your post!
I am sorry for the problems with your Hybrid Connect. Flashing red lights on the device indicates that the device is having problems connecting to the mobile network. Here is a full breakdown of what the lights mean >> Tips for using Hybrid Connect <<
As you haven't been able to get this sorted when speaking with my colleague on the phone, we'll pick up from here. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages